Mortgage Retention Specialist – Outbound

This is a fully remote position, open to applicants in Canada.

📋 Description

• Proactively deliver expert guidance on mortgage renewal and financing requirements, products, and solutions to enhance and expand share of wallet.

• Execute sales and service tasks for customers in accordance with approved procedures.

• Recognize and refer opportunities to other business groups.

• Utilize various channels to meet market demands, ensuring an optimal customer experience and achieving business goals.

• Lead the sales process for both inbound and outbound customer interactions regarding mortgage renewals through comprehensive home financing options.

• Incorporate marketing promotions and initiatives into customer discussions whenever suitable.

• Oversee transactional results from customer interactions or refer to the appropriate departments.

• Negotiate home financing rates while ensuring customers feel appreciated and transactions remain profitable.

• Explore customer needs related to mortgage renewal, investment, and financing alternatives, offering advice in the best interest of the customer.

• Manage customer interactions with knowledge, professionalism, and efficiency.

• Collaborate with both internal and external stakeholders.

• Escalate complex or unresolved customer issues to management.

• Complete necessary documentation to accurately fulfill customer requests.

• Investigate and research lending applications following established protocols.

• Maintain customer and Bank confidentiality.

• Comply with regulatory and compliance mandates, including AML/ATF, FCAC consumer provisions, and Privacy Act stipulations.

• Stay updated on personal banking and lending products, practices, and industry trends.

• Complete varied and complex tasks within specified rules and limits, including handling escalations from colleagues.

• Analyze problems and determine subsequent steps.

• Implement BMO’s Risk Management Framework and make risk-informed choices in alignment with business strategy, policies, laws, and regulations.

⛳️ Requirements

• Preferred: 2 to 3 years of relevant experience and/or certification in a related field of study, or an equivalent combination of education and experience.

• Understanding of personal lending and home financing products.

• Awareness of the competitive landscape and trends in product offerings.

• Familiarity with contact center operational processes and policies.

• Knowledge of call center technologies, processes, and performance metrics.

• Specialized expertise.

• Strong verbal and written communication abilities.

• Effective organizational skills.

• Good collaboration and teamwork capabilities.

• Proficient analytical and problem-solving skills.

🏝️ Benefits

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• Performance-based incentives.

• Discretionary bonuses.

• Additional perks and rewards.

• Comprehensive training and coaching.

• Managerial support.

• Opportunities for networking.

• Resources and tools to achieve new milestones.

• An inclusive, equitable, and accessible workplace.

• Accommodations available upon request for candidates participating in all aspects of the selection process.