Mortgage Specialist

About the Role:

BMO is seeking a skilled Mortgage Specialist to join our team. As a Mortgage Specialist, you will play a critical role in helping customers achieve their dream of homeownership. You will be responsible for cultivating and building relationships with a referral network to build a pipeline of new mortgage business and increase BMO's share of the home financing market.

Key Responsibilities:

• Proactively contact referral and origination sources to discuss home financing solutions.
• Assist with the implementation of targeted marketing programs, promotions, and other initiatives.
• Actively search for cross-sell and up-sell opportunities to position to the branch to achieve individual sales and profitability goals.
• Support the delivery of targeted marketing programs, promotions, and other initiatives.
• Seek opportunities to expand network by obtaining referrals and originations from existing relationships.
• Establish and enhance the Bank's community presence by participating in trade shows, conferences, and related events.
• Serve as a customer advocate during application and processing activities.
• Complete onboarding activities as required.
• Deliver exceptional customer service that builds trust through expertise, responsive service, and support.
• Guide customers throughout mortgage application and processing activities.
• Partner with branch teams to properly hand off customers, finalize mortgage documentation, and refer customers with non-mortgage needs.
• Resolve or escalate issues to meet customer expectations and ensure funds are advanced in a timely manner.
• Provide customers with friendly, courteous, and professional service in response to queries and requests to identify client needs for banking products and refer to appropriate BMO partners.
• Stay abreast of consumer needs, industry trends, best practices, and the regulatory requirements, policies, and procedures for mortgage products and services.
• Address customer service issues according to established parameters, escalating persistent or complex matters to more senior staff or other departments for resolution.
• Develop solutions and make recommendations based on an understanding of the business strategy and stakeholder needs.
• Provide advice and guidance to assigned business/group on implementation of solutions.
• Support the execution of strategic initiatives in collaboration with internal and external stakeholders.
• Help determine business priorities and best sequence for execution of business/group strategy.
• Conduct independent analysis and assessment to resolve strategic issues.
• Liaise with various BMO teams and customers to ensure satisfactory completion and/or fulfillment of the home financing application.
• Document updates in BMO's internal systems to ensure employees have access to the status of outstanding customer opportunities, transactions, and problems/issues.
• Analyze data and information to provide insights and recommendations.
• Gather and format data into regular and ad-hoc reports and dashboards.
• Provide input into the planning and implementation of operational programs.
• Execute routine tasks within relevant service level agreements.
• Organize work information to ensure accuracy and completeness.
• Engage with referral network to create strong relationships that generate referrals and mortgage originations for clients requiring real estate lending solutions.
• Complete all necessary transactions in compliance with guidelines and other requirements to maintain operational integrity.
• Focus may be on a business/group.
• Think creatively and propose new solutions.
• Exercise judgment to identify, diagnose, and solve problems within given rules.
• Work mostly independently.
• Broaden work or accountabilities may be assigned as needed.

Qualifications:

• Typically between 3 - 5 years of relevant experience and post-secondary degree in related field of study 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.
• In-depth understanding of the mortgage lending process and applicable regulatory requirements.
• Strong interpersonal, sales, customer service, and negotiation skills.
• Expert knowledge of self-management and teamwork, personal lending, relationship sales and management.
• Functional knowledge of personal banking, investments, trust services, business and commercial lending, and cash management.
• Strong knowledge of the broader real estate industry and mortgage market.
• Strong negotiation skills.
• Specialized knowledge from 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.