Mortgage Retention Specialist
BMO U.S.
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇦 Canada
Visit company websiteSalary
💰 CA$38,500 - CA$71,000 per year
Job Level
JuniorMid-Level
About the role
- Proactively provides expert advice on mortgage renewal/financing needs, products and solutions to retain and expand share of wallet.
- Fulfills sales and service activities for customers by following approved procedures.
- Identifies and makes referrals to other business groups.
- Works through various channels based on the market needs to deliver the desired customer experience and achieve overall business objectives.
- Drives the sales process for inbound and outbound customer contacts upon mortgage renewal, through in-depth home financing options.
- Integrates marketing promotions and programs into customer conversations, where appropriate.
- Manages all transactional outcomes of customer contacts or refers to appropriate groups.
- Negotiates home financing pricing ensuring customers feel valued at the same time as profitable transactions.
- Probes to understand customer needs related to mortgage renewal, investment and financing options; provides advice in the best interests of the customer.
- Handles customer contacts in an informed, professional, and efficient manner.
- Collaborates with internal and external stakeholders in order to deliver on business objectives.
- Escalates complex or unresolved customer situations to managers as required.
- Performs any required documentation to ensure customer’s requests are accurately processed.
- May research and investigate lending applications, following established processes.
- Maintains the confidentiality of customer and Bank information.
- Adheres to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) consumer provision requirements and Privacy Act provisions.
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.
Benefits
- health insurance
- tuition reimbursement
- accident and life insurance
- retirement savings plans
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
mortgage renewalhome financingpersonal lendinginvestment optionssales processcustomer servicetransactional outcomesdocumentationregulatory complianceAnti-Money Laundering
Soft skills
customer experiencenegotiationcommunicationcollaborationproblem-solvingprofessionalismconfidentialityadvisory skillsrelationship managementstakeholder engagement