Home Advisor

Role overview

This position focuses on supporting BMO customers and prospects with credit and lending guidance. The role requires understanding what customers are trying to achieve and recommending borrowing approaches and products that align with those goals. It also involves delivering sales and service in line with approved processes and directing customers to other internal teams when needed. Depending on market needs, the work may be delivered through different channels to help create a strong customer experience and support business goals.

Key duties

• Use customer conversations to uncover needs and provide advice on personal banking and borrowing options that serve the customer’s best interests.
• Handle transactional results from customer interactions, or route the matter to the right internal group when appropriate.
• Refer customers to other business areas when their needs extend beyond this role.
• Escalate difficult or unresolved issues to a manager when required.
• Complete the necessary paperwork and records so requests are processed correctly.
• Keep up to date on personal banking and lending products, practices, and market trends, and bring that knowledge into customer discussions professionally.
• Research and review lending applications when needed, following the approved process.
• Respond to customer contacts in a knowledgeable, courteous, and efficient way.
• Weave relevant marketing offers and programs into conversations where suitable.
• Protect the confidentiality of customer and bank information at all times.
• Recognize and report suspicious activity patterns that may relate to money laundering.
• Follow regulatory, compliance, privacy, anti-money laundering, terrorist financing, and FCAC consumer protection requirements.
• Make credit recommendations or decisions in line with sound lending principles and bank policy.
• Use approved credit authority where needed to fulfill customer requests.
• Work through complex and varied tasks within defined limits, including escalations from other employees.
• Assess issues and decide the next appropriate action.
• Take on additional work or accountabilities as business needs change.
• Apply the bank’s risk management framework, risk culture, and approved risk appetite to make well-considered decisions that protect the organization and support strategy.
• Provide training and coaching to junior associates when necessary.

Qualifications

The role generally calls for 2 to 3 years of relevant experience and a post-secondary degree in a related field is preferred, though an equivalent mix of education and experience may also be considered. Candidates should have knowledge of personal lending and home financing products, awareness of the competitive market and product trends, and familiarity with contact centre operations, processes, policies, technology, and performance metrics. Term Investment Qualified status is required where applicable. Strong communication, organization, teamwork, analytical thinking, and problem-solving skills are also important.

Compensation and benefits

The listed pay range is $36,600 to $67,500 per year. Compensation is salaried plus commission. Pay may vary based on location, skills, experience, education, and qualifications, and commission roles may use the listed amount as the expected first-year target. Part-time compensation would be prorated based on regular hours worked. The total rewards package may include performance incentives, discretionary bonuses, health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans.

About BMO

BMO’s purpose is to help grow the good in business and life by creating lasting positive change for customers, communities, and employees. The organization emphasizes teamwork, innovation, and growth, and aims to support employees with training, coaching, manager support, and opportunities to build experience and expand their skills.

Additional information

BMO is committed to an inclusive, equitable, and accessible workplace. Accommodations are available on request for candidates participating in any part of the hiring process. Recruiter note: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resume sent to BMO, directly or indirectly, will be treated as BMO property, and no placement fee will be paid unless there is a valid, written, fully executed agency agreement in place.