Mortgage Retention and Sales, Bilingual French/English

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🕒 August 4

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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 • Drive inbound and outbound mortgage-renewal sales processes through home financing options • Integrate applicable marketing promotions and programs into customer conversations • Manage transactional outcomes of customer contacts or refer them 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 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 • 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, handle escalations, analyze issues, and determine next steps

🎯 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 • Good verbal and written communication skills in French and English • 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 • Ability to work Monday to Friday from 9am to 8pm and Saturdays from 9am to 6pm on rotation • Ability to maintain confidentiality of customer and Bank information • Ability to adhere to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing, FCAC consumer provisions, 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 • Accommodations available on request during the selection process