Mortgage Retention Specialist – Outbound
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Job Description
BMO mortgage retention specialist advising Canadian customers on renewal, lending and home financing options. Managing outbound contacts, pricing negotiations, referrals and regulatory compliance.
Responsibilities:
- 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 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 required documentation to accurately process customer requests
- Research and investigate lending applications following established processes
- Maintain confidentiality of customer and Bank information
- Adhere to regulatory and compliance requirements, including AML/ATF, FCAC consumer provisions and Privacy Act provisions
- Maintain current knowledge of personal banking and lending products, practices and trends
- 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 risk-informed decisions aligned with business strategy, 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
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
- Network-building opportunities
- Tools and resources to reach new milestones
- Inclusive, equitable and accessible workplace
- Accommodations available on request for candidates taking part in all aspects of the selection process
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