Mortgage Retention Specialist

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BMO U.S.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🛡️ Insurance

💼 Consulting

📦 Logistics

Insurance • Consulting • Logistics

BMO U. S. is a diversified financial services company operating in the United States. It offers a broad range of financial products and services including personal and business banking, mortgage services, investments, financial planning, insurance, and wealth management. Additionally, it provides commercial loans, commercial mortgages, and other financial solutions tailored for small businesses and large enterprises. The company places a strong emphasis on customer service and offers digital and cross-border banking solutions to meet the needs of diverse clients. BMO U. S. is also involved in asset management and capital markets operations, making it a full-service financial institution.

📋 Description

• Provide expert advice on mortgage renewal and financing needs, products, and solutions to retain and expand share of wallet • Fulfill sales and service activities for customers through approved procedures • Drive inbound and outbound mortgage-renewal sales conversations using in-depth home-financing options • Integrate marketing promotions and programs into customer conversations where appropriate • Manage transactional outcomes or refer customers to appropriate groups • Negotiate home-financing pricing while balancing customer value and profitable transactions • Probe customer needs related to mortgage renewal, investment, and financing options and provide advice in the customer's best interests • Handle customer contacts in an informed, professional, and efficient manner • Collaborate with internal and external stakeholders • Escalate complex or unresolved customer situations to managers • Complete documentation to accurately process customer requests • Research and investigate lending applications when required • Maintain confidentiality of customer and Bank information • Adhere to regulatory and compliance requirements, including AML/ATF, FCAC, and Privacy Act provisions • Maintain current knowledge of personal banking and lending products, practices, and trends • Complete complex and diverse tasks, including escalations from other employees • Analyze issues and determine next steps • Apply BMO's Risk Management Framework and make risk-informed decisions aligned with business strategy, policies, laws, and regulations

🎯 Requirements

• 2–3 years of relevant experience and/or certification in a related field of study preferred, not required • Knowledge of personal lending and home financing products • Knowledge of the competitive marketplace and trends in product offerings • Knowledge of contact centre operational processes and policies • Knowledge of call centre technology, processes, and metrics • Specialized knowledge • Good verbal and written communication skills • Good organizational skills • Good collaboration and team skills • Good analytical and problem-solving skills • Fluency in French and English required to support clients and team members inside and/or outside Quebec

🏖️ Benefits

• Health insurance • Tuition reimbursement • Accident and life insurance • Retirement savings plans • In-depth training and coaching • Manager support • Network-building opportunities • Accommodations available on request during the selection process