Mortgage Sales Specialist

2 weeks ago

Calgary, Alberta, Canada BMO Full time

BMO is seeking a Mortgage Sales Specialist to join our team. As a Mortgage Sales Specialist, you will be responsible for cultivating, building, and managing relationships with an internal referral network to build a pipeline of new mortgage business and increase BMO's share of the home financing market.

Key Responsibilities:

  • Actively searches for cross-sell and up-sell opportunities for positioning to the branch to achieve individual sales and profitability goals.
  • Supports the delivery of targeted marketing programs, promotions, and other initiatives.
  • Seeks opportunities to expand network by obtaining referrals and originations from existing relationships.
  • Serves as a customer advocate during application and processing activities.
  • Completes onboarding activities as required.
  • Delivers exceptional customer service that builds trust through expertise, responsive service, and support.
  • Guides customers throughout mortgage application and processing activities.
  • Partners with branch teams to properly hand off customers, finalize mortgage documentation, and refer customers with non-mortgage needs.
  • Resolves or escalates issues to meet customer expectations and ensures funds are advanced in a timely manner.
  • Provides customers with friendly, courteous, and professional service in response to queries and requests to identify client needs for banking products (e.g. everyday banking, lending, and investment) and refer to appropriate BMO partners.
  • Stays abreast of consumer needs, industry trends, best practices, and the regulatory requirements, policies, and procedures for mortgage products and services.
  • Addresses customer service issues according to established parameters, escalating persistent or complex matters to more senior staff or other departments for resolution.
  • Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.
  • Liaises with various BMO teams and customers to ensure satisfactory completion and/or fulfillment of the home financing application.
  • Documents updates in BMO's internal systems to ensure employees have access to the status of outstanding customer opportunities, transactions, and problems / issues.
  • Analyzes data and information to provide insights and recommendations.
  • Gathers and formats data into regular and ad-hoc reports and dashboards.
  • Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements.
  • Organizes work information to ensure accuracy and completeness.
  • Engages with referral network to create strong relationships that generate referrals and mortgage originations for clients requiring real estate lending solutions.
  • Completes all necessary transactions in compliance with guidelines and other requirements to maintain operational integrity.
  • Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
  • Analyzes issues and determines next steps.

Requirements:

  • 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.
  • If a Credit Qualifiable job, Credit Qualifications and associated credit knowledge and skills according to the credit portfolio requirements and qualification standards.
  • Working knowledge of home financing products and services.
  • Strong customer focus.
  • Strong time management skills.
  • Strong collaboration skills across multiple partners.
  • Experience with BMO lending programs and systems.
  • Strong relationship building skills.
  • History of strong productivity (unit sales) in previous sale positions.
  • Specialized knowledge.
  • Verbal & written communication skills - Good.
  • Organization skills - Good.
  • Collaboration & team skills - Good.
  • Analytical and problem solving skills - Good.

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