Bank of Montreal (BMO) is looking for a Mortgage Retention Specialist to proactively manage customer relationships during mortgage renewal periods. You will provide expert advice on home financing needs and solutions, driving sales and service activities to retain and grow our customer base. Your role is crucial in ensuring customers feel valued while executing profitable transactions.

What You'll Do

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.
Drive the sales process for inbound and outbound customer contacts during mortgage renewal, exploring in-depth home financing options.
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, balancing customer value with profitable outcomes.
Probe to understand customer needs related to mortgage renewal, investment, and financing options, providing advice in the customer's best interest.
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.
Maintain the confidentiality of customer and Bank information.
Adhere to regulatory and compliance requirements, including Anti-Money Laundering, Terrorist Financing, FCAC, and Privacy Act provisions.
Maintain current knowledge of personal banking and lending products, practices, and trends, integrating this into professional conversations.
Complete complex and diverse tasks within given rules and limits, which may include handling escalations.
Analyze issues and determine next steps.

What We're Looking For

Adherence to regulatory and compliance requirements.
Maintained current knowledge of personal banking and lending products, practices, and trends.
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 organization 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, or an equivalent combination of education and experience.

Benefits & Compensation

Health insurance
Tuition reimbursement
Accident and life insurance
Retirement savings plans
Performance-based incentives
Discretionary bonuses
Other perks and rewards
Compensation range: $38,500.00 - $71,000.00

Work Mode

This is a fully 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.