Manager, Mortgage Retention

1 month ago

Quebec City, Canada BMO Financial Group Full time

VIRTUAL61 - HomeRes - QC - BMO XXXXX Quebec,X0X 0X0

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.
- Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do.
- Ensures alignment between values and behaviour that fosters diversity and inclusion.
- Regularly connects work to BMO’s purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.
- Attracts, retains, and enables the career development of top talent.
- Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.
- Identifies skilled knowledge gaps and performance improvement opportunities for the team.
- Continually assesses and improves the level of performance through coaching.
- Completes report audits and spot checks as required.
- Monitors team results and solves problems on a daily basis.
- Participates in the orientation and training of new team members.
- Maintains current knowledge of personal banking and lending products, practices, and trends and integrates into customer conversations in a professional manner.
- Handles customer contacts in an informed, professional, and efficient manner.
- 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.
- Works independently on a range of complex tasks, which may include unique situations.
- Broader work or accountabilities may be assigned as needed.

**Qualifications**:

- Typically between 4 - 6 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
- Knowledge of personal lending and home financing products - In-depth.
- Knowledge of competitive marketplace and trends in product offerings - In-depth.
- Knowledge of contact centre operational processes and policies - In-depth.
- Knowledge of call centre technology, processes and metrics - In-depth.
- Technical proficiency gained through education and/or business experience.
- Verbal & written communication skills - In-depth.
- Collaboration & team skills - In-depth.
- Analytical and problem solving skills - In-depth.
- Influence skills - In-depth.
- Data driven decision making - In-depth.

This position requires proficiency in English to interact, support and/or provide services to non-French speaking customers, employees and/or partners inside and/or outside the province of Quebec.

**Compensation and Benefits**:
$54,500.00 - $101,500.00

**Pay Type**:
Salaried

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

**We’re here to help**

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one - for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

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