Mortgage Retention Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇨🇦 Canada – Remote

💵 $40.5k - $80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔄 Customer Retention Specialist

👻 Ghost score 0%

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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 by following approved procedures. • Identify and make referrals to other business groups. • Work through various channels to deliver the desired customer experience and achieve business objectives. • Drive inbound and outbound sales processes upon mortgage renewal through in-depth home financing options. • Integrate relevant marketing promotions and programs into customer conversations. • Manage transactional outcomes or refer customers to appropriate groups. • Negotiate home financing pricing while balancing customer value and profitable transactions. • Probe to understand customer needs related to mortgage renewal, investment, and financing options; provide advice in customers’ best interests. • Handle customer contacts professionally, efficiently, and knowledgeably. • 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 reporting, FCAC consumer provisions, and Privacy Act requirements. • Maintain current knowledge of personal banking and lending products, practices, and trends. • Handle complex and diverse tasks and escalations from other employees. • Analyze issues and determine next steps. • Apply BMO’s Risk Management Framework and make sound, risk-informed decisions aligned with business strategy and applicable policies, laws, and regulations.

🎯 Requirements

• Between 2 - 3 years of relevant experience and/or certification in related field of study or an equivalent combination of education and experience is preferred, not required. • Knowledge of personal lending and home financing products. • Knowledge of 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 organization skills. • Good collaboration and team skills. • Good analytical and problem-solving skills. • Fluent in French and English. • Ability to support clients and team members inside and/or outside the province of Quebec.

🏖️ Benefits

• Performance-based incentives • Discretionary bonuses • Other perks and rewards • Health insurance • Tuition reimbursement • Accident and life insurance • Retirement savings plans • In-depth training and coaching • Manager support • Network-building opportunities • Tools and resources to reach new milestones • Accommodations available on request during the selection process