Bilingual Mortgage Retention Specialist

BMO•VIRTUAL61 - REMOTE/TELETRAVAIL - QC - BMO, NT

1d•CA$38,500 - CA$71,000•Remote

About The Position

This is a permanent, full-time position with 37.5 hours per week. The role requires flexibility to work Monday to Friday, from 9 am to 8 pm, and Saturdays from 10 am to 6 pm on a rotation. The position is remote and requires strong verbal and written communication skills in both French and English. The specialist will proactively provide expert advice on mortgage renewal/financing needs, products, and solutions to retain and expand share of wallet. They will fulfill sales and service activities for customers, identify and make referrals to other business groups, and work through various channels to deliver the desired customer experience and achieve business objectives. The role involves driving the sales process for inbound and outbound customer contacts upon mortgage renewal, integrating marketing promotions, managing transactional outcomes, negotiating home financing pricing, probing customer needs, and handling customer contacts professionally. The specialist will collaborate with stakeholders, escalate complex situations, perform required documentation, research lending applications, and maintain customer and Bank information confidentiality. Adherence to regulatory and compliance requirements, including Anti-Money Laundering, FCAC, and Privacy Act provisions, is essential. The role also requires maintaining current knowledge of personal banking and lending products, practices, and trends, and completing complex tasks, including handling escalations. Analyzing issues and determining next steps are also key responsibilities. The role involves taking measured risks and applying the Bank's Risk Management Framework.

Requirements

Strong verbal and written language skills in both French and English – Fully bilingual
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.
Organization skills - Good.
Collaboration & team skills - Good.
Analytical and problem solving skills - Good.
You’re fluent in French and English as this role provides support to clients and team members inside and/or outside the province of Quebec.

Nice To Haves

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.

Responsibilities

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.
May research and investigate lending applications, following established processes.
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.
Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.