Customer Retention Specialist maintaining and developing client relationships. Involves demonstrating the value of Complyworks solutions while ensuring high customer satisfaction.
About the role
- BMO mortgage retention specialist advising Canadian clients on mortgage renewals and home-financing solutions. Driving sales, pricing negotiations, compliance, and customer retention through virtual channels.
Responsibilities
- Provide expert advice on mortgage renewal and financing needs, products, and solutions to retain and expand share of wallet
- Fulfill sales and service activities for customers through approved procedures
- Drive inbound and outbound mortgage-renewal sales conversations using in-depth home-financing options
- Integrate marketing promotions and programs into customer conversations where appropriate
- Manage transactional outcomes or refer customers to appropriate groups
- Negotiate home-financing pricing while balancing customer value and profitable transactions
- Probe customer needs related to mortgage renewal, investment, and financing options and provide advice in the customer's best interests
- Handle customer contacts in an informed, professional, and efficient manner
- Collaborate with internal and external stakeholders
- Escalate complex or unresolved customer situations to managers
- Complete documentation to accurately process customer requests
- Research and investigate lending applications when required
- Maintain confidentiality of customer and Bank information
- Adhere to regulatory and compliance requirements, including AML/ATF, FCAC, and Privacy Act provisions
- Maintain current knowledge of personal banking and lending products, practices, and trends
- Complete complex and diverse tasks, including escalations from other employees
- Analyze issues and determine next steps
- Apply BMO's Risk Management Framework and make risk-informed decisions aligned with business strategy, policies, laws, and regulations
Requirements
- 2–3 years of relevant experience and/or certification in a related field of study preferred, not required
- Knowledge of personal lending and home financing products
- Knowledge of the 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
- Good verbal and written communication skills
- Good organizational skills
- Good collaboration and team skills
- Good analytical and problem-solving skills
- Fluency in French and English required to support clients and team members inside and/or outside Quebec
Benefits
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
- In-depth training and coaching
- Manager support
- Network-building opportunities
- Accommodations available on request during the selection process
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
Location requirements
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