Mortgage Retention Specialist

🔥 3 minutes ago

🇨🇦 Canada – Remote

💵 $37k - $70k / 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 • Drive inbound and outbound mortgage-renewal sales contacts through in-depth home financing options • Integrate 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 customer needs related to mortgage renewal, investment and financing options and provide advice in customers’ best interests • Handle customer contacts professionally and efficiently • 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 as required • Maintain confidentiality of customer and Bank information • Adhere to regulatory and compliance requirements • Maintain current knowledge of personal banking and lending products, practices and trends • Complete complex and diverse tasks and handle 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 and applicable policies, laws and regulations

🎯 Requirements

• Between 2–3 years of relevant experience and/or certification in a 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 • Knowledge of Anti-Money Laundering and Terrorist Financing reporting requirements • Knowledge of Financial Consumer Agency of Canada consumer provision requirements and Privacy Act provisions

🏖️ Benefits

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