Inbound Mortgage Renewal Navigator

BMO; Yukon; On-site; CAD 37,000 - 70,000; Full time

Benefits offered by this job

Health insurance

Job summary

BMO Financial Group seeks a mortgage renewal adviser to proactively provide expert advice on mortgage needs and financing options. You will drive the sales process, integrate promotions, and manage outcomes across contacts to deliver a superior customer experience.

The role requires knowledge of personal lending, home financing products, and strong communication. You will collaborate with stakeholders, handle escalations, and maintain regulatory compliance as part of a dynamic banking team.

Qualifications

• 2-3 years of relevant experience and/or certification in related field of study or equivalent experience 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.
• Verbal and written communication skills - Good.
• Organization skills - Good.
• Collaboration and team skills - Good.
• Analytical and problem solving skills - Good.

Responsibilities

• Drives the sales process for inbound and outbound customer contacts upon mortgage renewal, through in-depth home financing options.
• Integrates marketing promotions and programs into customer conversations, where appropriate.
• Manages all transactional outcomes of customer contacts or refers to appropriate groups.
• Negotiates home financing pricing ensuring customers feel valued at the same time as profitable transactions.
• Probes to understand customer needs related to mortgage renewal, investment and financing options; provides advice in the best interests of the customer.
• Delivers customer contacts in an informed, professional, and efficient manner.
• Collaborates with internal and external stakeholders to deliver on business objectives.
• Escalates complex or unresolved customer situations to managers as required.
• Performs required documentation to ensure customer requests are accurately processed.
• Researches lending applications following established processes when needed.
• Maintains confidentiality of customer and Bank information.
• Adheres to regulatory and compliance requirements including AML and FCAC provisions.
• Keeps current knowledge of personal banking and lending products and trends.
• Completes complex tasks within given rules and may handle escalations from other employees.
• Analyzes issues and determines next steps.
• Broader work or accountabilities may be assigned as needed.

Skills

Lending knowledge

Customer service

Contact center knowledge

Communication skills

Analytical thinking

Team collaboration

Problem solving

Organizational skills

Industry knowledge

Job description

BMO Financial Group seeks a mortgage renewal adviser to proactively provide expert advice on mortgage needs and financing options. You will drive the sales process, integrate promotions, and manage outcomes across contacts to deliver a superior customer experience.

The role requires knowledge of personal lending, home financing products, and strong communication. You will collaborate with stakeholders, handle escalations, and maintain regulatory compliance as part of a dynamic banking team.