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Virtual Mortgage Retention Specialist

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BMO

Jan 23

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    Banking & Finance
  • Quick Apply

AI generated summary

  • You need strong bilingual communication skills, 2-3 years of experience, knowledge of personal lending, call center processes, and good analytical, organizational, and teamwork skills.
  • You will advise customers on borrowing strategies, manage transactions, train junior associates, ensure compliance, handle escalations, and maintain knowledge of lending products.

Requirements

  • Strong verbal and written languages skills in both French and English.
  • Typically between 2 – 3 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
  • 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.
  • Term Investment Qualified (as required).
  • Specialized knowledge.
  • Verbal & written communication skills - Good.
  • Organization skills - Good.
  • Collaboration & team skills - Good.
  • Analytical and problem solving skills - Good.

Responsibilities

  • Understands customer needs and provides credit and lending-related sales and service to BMO customers or prospects. Advises customers on borrowing strategies and products that meet their objectives. Fulfills sales and service activities for the customer in accordance with 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.
  • May provide training and coaching to junior associates as needed.
  • Probes to understand customer needs and provides advice related to personal banking and borrowing strategies in the best interests of the customer.
  • Manages all transactional outcomes of customer contacts or defers to appropriate internal business groups.
  • Escalates complex or unresolved customer situations to managers as required.
  • Performs any required documentation to ensure customer’s requests are accurately processed.
  • Maintains current knowledge of personal banking and lending products, practices, and trends and integrates into customer conversations in a professional manner.
  • May research and investigate lending applications, following established processes.
  • Handles customer contacts in an informed, professional, and efficient manner.
  • Integrates marketing promotions and programs into customer conversations, where appropriate.
  • Maintains the confidentiality of customer and Bank information.
  • Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
  • 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.
  • Makes credit decisions / recommendations in accordance with sound credit-granting principles and in compliance with Bank Policy & Procedures.
  • Uses authorized credit qualifications as needed to fulfill customer requests.
  • 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.

FAQs

What are the language requirements for the role?

The role requires strong verbal and written language skills in both French and English.

What is the work schedule for this position?

The work schedule is Monday to Friday from 10 am to 8 pm and Saturday from 10 am to 6 pm on a rotational basis every four weeks, all hours are in EST.

What are the main responsibilities of a Virtual Mortgage Retention Specialist?

The specialist understands customer needs, provides credit and lending-related sales and service, advises customers on borrowing strategies, manages transactional outcomes, and escalates complex situations as necessary.

Is previous experience required for this role?

Yes, typically 2 to 3 years of relevant experience is required, along with a post-secondary degree in a related field or an equivalent combination of education and experience.

What skills are necessary for this job?

Important skills include strong verbal and written communication, organization, collaboration, analytical and problem-solving capabilities.

What is the salary range for this position?

The salary range for the Virtual Mortgage Retention Specialist position is between $37,500.00 and $69,500.00.

Are performance incentives or bonuses included in the compensation package?

Yes, the compensation package may include performance-based incentives, discretionary bonuses, and other rewards.

Are training and development opportunities available?

Yes, BMO provides in-depth training and coaching to support employees in gaining valuable experience and broadening their skillset.

Is this position open to candidates outside of Quebec?

Yes, the role provides support to clients and team members inside and/or outside the province of Quebec.

Does BMO offer health insurance and retirement savings plans?

Yes, BMO offers health insurance, retirement savings plans, and other benefits as part of their total compensation package.

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BMO

Finance
Industry
10,001+
Employees
1817
Founded Year

Mission & Purpose

At BMO, banking is our personal commitment to helping people at every stage of their financial lives. The truth is, people’s needs change: so we change too. But we never change who we are. Which means we’ll never waiver from providing our customers the best possible banking experience in the industry. Our incredible team of over 46,000 people is just the tip of the iceberg. You should get to know us. We’re here to help.

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