Virtual Mortgage Retention Specialist

VIRTUAL61 - REMOTE/TELETRAVAIL - QC - BMO XXXXX Quebec,X0X 0X0

**Permanent position**: full-time, 37.5hrs per week

**Location**: Remote

**Language preferences for role**: Strong verbal and written language skills in both French and English - Fully bilingual

Proactively provides expert advice on mortgage renewal/financing needs, products and solutions to retain and expand share of wallet. Fulfills sales and service activities for customers by following 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.
- Drives the sales process for inbound and outbound customer contacts upon mortgage renewal, through in-depth home financing options.
- Integrates marketing promotions and programs into customer conversations, where appropriate.
- Manages all transactional outcomes of customer contacts or refers to appropriate groups.
- Negotiates home financing pricing ensuring customers feel valued at the same time as profitable transactions.
- Probes to understand customer needs related to mortgage renewal, investment and financing options; provides advice in the best interests of the customer.
- Handles customer contacts in an informed, professional, and efficient manner.
- Collaborates with internal and external stakeholders in order to deliver on business objectives.
- Escalates complex or unresolved customer situations to managers as required.
- Performs any required documentation to ensure customer’s requests are accurately processed.
- 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.
- Maintains current knowledge of personal banking and lending products, practices, and trends and integrates into customer conversations in a professional manner.
- 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.

**Qualifications**:

- Between 2 - 3 years of relevant experience and/or certification in related field of study or an equivalent combination of education and experience is preferred, not required.
- 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.
- Specialized knowledge.
- Verbal & written communication skills - Good. Bilingual - French and English preferred
- Organization skills - Good.
- Collaboration & team skills - Good.
- Analytical and problem solving skills - Good.

**Salary**:
$38,500.00 - $71,000.00

**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.

**About Us**

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.