Mortgage Retention Specialist

Bank of Montreal

3d•Remote

About The Position

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.

Requirements

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.
Organization skills - Good.
Collaboration & team skills - Good.
Analytical and problem solving skills - Good.

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.
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.