Mortgage Retention Specialist

Job not on LinkedIn

🔥 1 hour ago

🇨🇦 Canada – Remote

💵 $37k - $70k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔄 Customer Retention Specialist

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Proactively 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 based on market needs to deliver the desired customer experience and achieve business objectives. • Drive the sales process for inbound and outbound customer contacts upon mortgage renewal through in-depth home financing options. • Integrate marketing promotions and programs into customer conversations where appropriate. • Manage transactional outcomes of customer contacts or refer to appropriate groups. • Negotiate home financing pricing while ensuring customers feel valued and transactions remain profitable. • Probe to understand customer needs related to mortgage renewal, investment and financing options and provide advice in the best interests of the customer. • Handle customer contacts in an informed, professional and efficient manner. • Collaborate with internal and external stakeholders to deliver business objectives. • Escalate complex or unresolved customer situations to managers as required. • Complete documentation to ensure customer requests are accurately processed. • Research and investigate lending applications following established processes when required. • Maintain confidentiality of customer and Bank information. • Adhere to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing reporting, FCAC consumer provisions and Privacy Act provisions. • Maintain current knowledge of personal banking and lending products, practices and trends and integrate this knowledge into customer conversations. • Complete complex and diverse tasks within given rules and limits, including 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, policies, laws and regulations. • Perform broader work or accountabilities as assigned.

🎯 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. • Verbal & written communication skills - Good. • Organization skills - Good. • Collaboration & team skills - Good. • Analytical and problem solving skills - Good. • Flexibility to work 37.5 hours per week. • Availability Monday to Friday during Eastern hours, 9AM to 8PM, and Saturday 10AM-6PM on rotation every four weeks. • Working hours for the first year are 12PM-8PM through a shift bid process.

🏖️ Benefits

• Health insurance • Tuition reimbursement • Accident and life insurance • Retirement savings plans • Performance-based incentives • Discretionary bonuses • Other perks and rewards • In-depth training and coaching • Manager support and network-building opportunities • Accommodations available on request for candidates taking part in all aspects of the selection process