Virtual Mortgage Retention and Sales Specialist, Bilingual
September 20
Description
• 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 market needs to deliver desired customer experience and achieve overall business objectives. • May provide training and coaching to junior associates as needed. • Probes to understand customer needs and provides advice related to personal banking and borrowing strategies. • 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 requests are accurately processed. • Maintains current knowledge of personal banking and lending products, practices, and trends.
Requirements
• Typically between 2 – 3 years of relevant experience • Post-secondary degree in related field of study desirable • 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 • Term Investment Qualified (as required) • Specialized knowledge • Good verbal & written communication skills • Good organization skills • Good collaboration & team skills • Good analytical and problem solving skills
Benefits
• Health insurance • Tuition reimbursement • Accident and life insurance • Retirement savings plans
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