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BMO · 1 day ago

Virtual Mortgage Retention Specialist

United States

Full-time

Remote

Entry, Mid Level

$38K/yr - $71K/yr

2+ years exp

Bank of Montreal is seeking a Virtual Mortgage Retention Specialist to provide expert advice on mortgage renewal and financing needs. This role involves driving sales processes, managing customer contacts, and ensuring compliance with regulatory requirements while maintaining customer confidentiality.

BankingCrowdfundingFinanceFinancial Services

Responsibilities

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

Maintains current knowledge of personal banking and lending products, practices, and trends and integrates into customer conversations in a professional manner

Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees

Analyzes issues and determines next steps

Broader work or accountabilities may be assigned as needed

Qualification

Personal lending knowledgeHome financing productsContact centre processesCall centre technologyAnalytical skillsVerbal communicationWritten communicationOrganization skillsCollaboration skillsProblem solving skills

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

Verbal & written communication skills - Good

Organization skills - Good

Collaboration & team skills - Good

Analytical and problem solving skills - Good

Preferred

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