Proactive Mortgage Retention Specialist - Specialized Sales, Centralized Mortgage Renewal (Virtual)

Hours of operation: Monday to Friday 9AM-8PM EST and Saturday 10-6 EST (37.5 hours per week)
Are You Ready to Build Your Career in the Financial Services Industry while Working From Home?
Yes, you read that right. This is a Remote Role meaning you will be working at home everyday! Say goodbye to commutes to and from the office and grow your career from the comfort of your own home with BMO.
Our call center is the best way to learn and gain experience in financial services.
This role will help you gain the skills and knowledge to grow your career towards becoming a Personal Banker or Lending Specialist!
Understands customer needs and provides credit and lending-related sales and service to BMO customers or prospects. Advises customers on lending/credit card 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.

• Manages all transactional outcomes of customer calls or defers to appropriate internal business groups.
• Broader work or accountabilities may be assigned as needed.
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
• Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
• Maintains the confidentiality of customer and Bank information.
• Maintains current knowledge of personal banking and credit card industries, practices, and trends and integrates into customer conversations in a professional manner.
• Probes to understand customer needs and provides advice related to personal banking and credit card strategies in the best interests of the customer.
• Escalates complex or unresolved customer situations to managers as required.
• Analyzes issues and determines next steps.
• Handles incoming calls in an informed, professional, and efficient manner.
• May research and investigate credit card applications, following established processes.
• Makes credit decisions / recommendations in accordance with sound credit-granting principles and in compliance with Bank Policy & Procedures.
• 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.
• May provide training and coaching to junior associates as needed.
• Uses authorized credit qualifications as needed to fulfill customer requests.
• Performs any required documentation to ensure customers requests are accurately processed.
• Stays abreast of consumer needs, industry trends, best practices, and the regulatory environment as it relates to the products and services provided.
• Integrates marketing promotions and programs into customer conversations, where appropriate.

Qualifications:

• Specialized knowledge.
• Term Investment Qualified (as required).
• Typically between 2 - 3 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
• Analytical and problem solving skills - Good.
• Knowledge of credit card products.
• Collaboration & team skills - Good.
• Organization skills - Good.
• Knowledge of call centre technology, processes and metrics.
• Knowledge of contact centre operational processes and policies.
• Verbal & written communication skills - Good.
• Knowledge of competitive marketplace and trends in product offerings.

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 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.
To find out more visit us at https://jobs.bmo.com/ca/en
BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.
Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.