Manager, Proactive Mortgage Renewals

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

Permanent position: full-time, 37.5hrs per week

Location: Remote/WFH/Virtual

Language Requirements for the role: French and English

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.
- 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.
- Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.
- 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.
- Provides advice and guidance to assigned business/group on implementation of solutions.
- Identifies skilled knowledge gaps and performance improvement opportunities for the team.
- Continually assesses and improves the level of performance through coaching.
- Implements, reviews, and revises work plans.
- Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
- Completes report audits and spot checks as required.
- Oversees team performance.
- Monitors team results and solves problems on a daily basis.
- Develops and executes short term tactics/plans to drive specific behaviours, activities, and results.
- Executes a 6-12 month sales and service plan that drives revenue, sales, and productivity.
- Participates in the orientation and training of new team members.
- 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.
- 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.
- Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
- Exercises judgment to identify, diagnose, and solve problems within given rules.
- 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.
- Term Investment Qualified (as required).
- 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.

**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 peo