Bank of Montreal (BMO) is looking for a Mortgage Retention Specialist to proactively provide expert advice on mortgage renewal and financing solutions. In this role, you'll work to retain and expand customer relationships by fulfilling sales and service activities through various channels to deliver a strong customer experience.
What You'll Do
- Drive the sales process for inbound and outbound customer contacts at mortgage renewal, exploring in-depth home financing options.
- Probe to understand customer needs related to mortgage renewal, investment, and financing options, providing advice in the customer's best interest.
- Integrate marketing promotions and programs into customer conversations where appropriate.
- Manage all transactional outcomes of customer contacts or refer to appropriate groups.
- Negotiate home financing pricing, ensuring customers feel valued while securing profitable transactions.
- Handle customer contacts in an informed, professional, and efficient manner.
- Collaborate with internal and external stakeholders to deliver on business objectives.
- Escalate complex or unresolved customer situations to managers as required.
- Perform required documentation to ensure customer requests are accurately processed.
- Research and investigate lending applications, following established processes.
- Analyze issues and determine next steps.
- Maintain current knowledge of personal banking and lending products, practices, and trends, integrating it into customer conversations.
- Complete complex and diverse tasks within given rules and limits, potentially handling escalations from other employees.
What We're Looking For
- 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.
- Good organizational skills.
- Good collaboration and team skills.
- Good analytical and problem-solving skills.
Nice to Have
- Between 2-3 years of relevant experience and/or certification in a related field of study.
- An equivalent combination of education and experience.
- Specialized knowledge.
Benefits & Compensation
- Compensation range: $38,500.00 - $71,000.00
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
- Performance-based incentives
- Discretionary bonuses
- Other perks and rewards
Work Mode
This is a remote position.
BMO is committed to an inclusive, equitable, and accessible workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process.
