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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in mortgage renewal and financing solutions, with a strong understanding of personal lending products and compliance requirements. Capable of effectively analyzing customer needs and providing tailored advice while maintaining confidentiality and adhering to regulatory standards.
Highest-signal resume keywords
Mortgage Renewal ExpertisePersonal Lending KnowledgeRegulatory Compliance KnowledgeAnalytical Problem-Solving SkillsCustomer Relationship Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Home Financing SolutionsSales and Service ActivitiesNegotiation SkillsDocumentation ProcessingRisk Management Framework ApplicationLending Application ResearchContact Centre Operational ProcessesCall Centre Technology KnowledgeAnti-Money Laundering KnowledgeFinancial Consumer Agency Compliance
Soft Skills
Verbal Communication SkillsWritten Communication SkillsOrganizational SkillsCollaboration SkillsTeam Skills
Industry Keywords
Mortgage FinancingCustomer EngagementMarket TrendsPrivacy Act ProvisionsConsumer Provision Requirements
About the role
Key responsibilities & impact- 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
- Drive inbound and outbound mortgage-renewal sales contacts through in-depth home financing options
- Integrate marketing promotions and programs into customer conversations
- 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 customers’ best interests
- Handle customer contacts professionally and efficiently
- 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 as required
- Maintain confidentiality of customer and Bank information
- Adhere to regulatory and compliance requirements
- Maintain current knowledge of personal banking and lending products, practices and trends
- Complete complex and diverse tasks and handle 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 and applicable policies, laws and regulations
Requirements
What you’ll need- Between 2–3 years of relevant experience and/or certification in a 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
- Good verbal and written communication skills
- Good organization skills
- Good collaboration and team skills
- Good analytical and problem-solving skills
- Knowledge of Anti-Money Laundering and Terrorist Financing reporting requirements
- Knowledge of Financial Consumer Agency of Canada consumer provision requirements and Privacy Act provisions
Benefits
Comp & perks- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
- Performance-based incentives
- Discretionary bonuses
- In-depth training and coaching
- Manager support
- Network-building opportunities
- Tools and resources to reach new milestones
- Accommodation available during the selection process