Bilingual Retention Agent providing customer service and retention for Manulife. Responsible for inbound/outbound calls and sales applications in English and French.
About the role
- Bilingual advisor at BMO providing expert advice on mortgage renewal and financing needs. Fulfilling sales and service activities while ensuring customer satisfaction and business objectives.
Responsibilities
- Proactively provides expert advice on mortgage renewal/financing needs
- 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
- Negotiates home financing pricing ensuring customers feel valued
- Handles customer contacts in a professional manner
- Collaborates with internal and external stakeholders to deliver on business objectives
- Escalates complex or unresolved customer situations to managers as required
- Performs documentation to ensure customer requests are accurately processed
Requirements
- Between 2 - 3 years of relevant experience and/or certification in related field
- 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
- Verbal & written communication skills in both French and English
- Organization skills
- Collaboration & team skills
- Analytical and problem solving skills
Benefits
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
- Performance-based incentives
- Discretionary bonuses
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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