Loyalty Experience Specialist supporting Hilton Grand Vacations’ top - tier owners and members. Handling omnichannel service, reservations, payments, program education, and loyalty benefits.
About the role
- Mortgage retention specialist advising BMO customers on renewals, financing, and lending products. Managing sales and service contacts while protecting customer interests and bank compliance.
Responsibilities
- Proactively 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 by following approved procedures.
- Identify and make referrals to other business groups.
- Work through various channels based on market needs to deliver the desired customer experience and achieve business objectives.
- Drive the sales process for inbound and outbound customer contacts upon mortgage renewal through in-depth home financing options.
- Integrate marketing promotions and programs into customer conversations where appropriate.
- Manage transactional outcomes of customer contacts or refer to appropriate groups.
- Negotiate home financing pricing while ensuring customers feel valued and transactions remain profitable.
- Probe to understand customer needs related to mortgage renewal, investment and financing options and provide advice in the best interests of the customer.
- Handle customer contacts in an informed, professional and efficient manner.
- Collaborate with internal and external stakeholders to deliver business objectives.
- Escalate complex or unresolved customer situations to managers as required.
- Complete documentation to ensure customer requests are accurately processed.
- Research and investigate lending applications following established processes when required.
- Maintain confidentiality of customer and Bank information.
- Adhere to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing reporting, FCAC consumer provisions and Privacy Act provisions.
- Maintain current knowledge of personal banking and lending products, practices and trends and integrate this knowledge into customer conversations.
- Complete complex and diverse tasks within given rules and limits, including escalations from other employees.
- Analyze issues and determine next steps.
- Apply BMO's Risk Management Framework and make sound, risk-informed decisions aligned with business strategy, policies, laws and regulations.
- Perform broader work or accountabilities as assigned.
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.
- Flexibility to work 37.5 hours per week.
- Availability Monday to Friday during Eastern hours, 9AM to 8PM, and Saturday 10AM-6PM on rotation every four weeks.
- Working hours for the first year are 12PM-8PM through a shift bid process.
Benefits
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
- Performance-based incentives
- Discretionary bonuses
- Other perks and rewards
- In-depth training and coaching
- Manager support and network-building opportunities
- Accommodations available on request for candidates taking part in all aspects of the selection process
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