Skilled Knowledge and Role Requirements:
Skilled Knowledge -
Understands the impact of specific events on the organization and its customers, and understands the most evident implications for the area of focus.
Financial Understanding -
Understands the financial implications to the organization of working in a competitive marketplace. Tenaciously identifies opportunities for the benefit of the organization. Helps others to see the business opportunities based on financial information.
Identifies the most important concerns of an audience, and then adapts the presentation or discussion accordingly. Anticipates the impact or effect of an argument or other detail on the audience s reactions.
Problem Solving -
Approaches a specified problem by asking questions and accumulating data to understand the problem, devising and carrying out a plan to solve the problem using fairly straightforward (linear) approaches and processes, and then evaluating the effectiveness of the plan in providing a solution to the problem.
Sales & Service -
General understanding of Harris Bank products & services and can discuss appropriately with customers. Occasional support required for complex questions. Identifies opportunities to make appropriate referrals to LOB partners. Minimal assistance requested for processing sales & service transactions accurately and efficiently.
? Bachelors Degree preferred, 3-5 years of experience in the mortgage industry in a customer contact position
? Excellent communication and client interaction skills
? Solid knowledge of the mortgage lending process and applicable regulatory requirements
? Understanding of all applicable lending processes and policies
? Excellent computer skills with solid understanding of MS Office
? Strong organizational skills
? Understanding of the credit and lending process and related systems
BMO Harris Bank thanks all applicants. We advise only those who qualify for an interview will be contacted.
At our company, we have been helping our customers and communities for over 125 years. In July 2011, our parent company BMO Financial Group acquired Marshall & Ilsley Corporation (M&I). Over the next year, we will be working to bring the best of Harris and M&I together under the BMO Harris Bank name. Working with us means being part of a team of talented, passionate individuals with a shared focus on working together to deliver great customer experiences. We stand behind your success with the support you need to turn your potential into performance.
BMO Harris Bank is committed to an inclusive, equitable and accessible workplace. We are an Equal Opportunity Employer. By embracing diversity, we gain strength through our people and our perspectives.
Provide sales, service and administrative support to the Mortgage Originators which enables them to establish, build and maintain client relationships and manage referral sources to expand Harris Bank s share of the residential mortgage market. Resolve customer problems/issues effectively and promptly communicate Bank decisions regarding credit, price approvals/declines and product requirements to clients escalating any unresolved issues to the Mortgage Specialist or appropriate Mortgage Operations team sources. Effectively communicate and collaborate with clients, prospects and bank staff to deliver a best in class customer experience with every interaction.
KEY AREAS OF ACCOUNTABILITIES
A. Sales and Service Support
B. Sales and Service
D. Operational Effectiveness
Sales and Service Support
? Ensure that applications are entered into the loan system in a timely and complete manner and rates are locked as requested.
? Monitor status and timeliness of residential mortgage applications and keep Mortgage Originator(s) aware of any issues that might impede turnaround time and/or approval of the application from the Underwriters for additional information.
? Liaise and collaborate with Mortgage Operations team members to ensure timely pipeline management and timely and accurate documentation and completion of loan files.
? Gather, compile and organize customer information to assist the Mortgage Originator(s) in developing effective pre-call/appointment plans.
? Prepare ?One Harris documentation for customer referrals and coordinate, forward and follow up with the appropriate Line of Business (LOB) partner to ensure successful completion.
? Provide administrative support to the Mortgage Originator(s) by maintaining a database of third party referrals sources and customers including development and maintenance of a marketing calendar, product offers and rate sheets.
? Maintain and order loan collateral materials as required.
? Assist RMS with weekly and monthly sales and marketing plans and provide administrative support to execute the plan.
? Provide back-up support for other Sales Assistants during vacation or other absences to ensure that a high quality of customer service level is maintained.
Sales and Service
? Provide exceptional customer service to customers, prospects, referral sources and Harris staff responding to all queries and requests in alignment with Harris Service Excellence Values.
? Ensure opportunities identified during customer conversations for all personal and commercial banking products including everyday banking, lending, and investment needs are referred via the ?One Harris referral process to the appropriate LOB partner.
? Respond to customer problems/issues ensuring resolution is completed in a timely manner advising the customer when resolved; keep the customer apprised of the status if unable to resolve the problem/issue within stated timeline.
? Adhere to all required lending policies, procedures and standards. Ensure adherence to all aspects of First Principles our code of Business Conduct and Ethics which deals with individual accountability as it relates to potential conflicts of interest, safeguarding of client information, trading in securities, anti-money laundering, privacy and disclosure of outside business activities
? Act in accordance with regulatory and compliance requirements that include, but are not limited to, Anti-Money Laundering and Terrorist Financing Reporting requirements, FCAC consumer provision requirements, and Privacy Act provisions in accordance with Bank Policies & Procedures
? Follow security and safeguarding procedures and apply appropriate due diligence in accordance with Bank policy for the prevention of loss due to fraud, robbery, counterfeiting, money laundering or defalcation
? Maintain the confidentiality of both customer and Bank information ensuring compliance with Bank Policies & Procedures
? Understand risks and take appropriate actions as they relate to personal banking, deposit and investment products, including all documentation, and any other requirements to maintain operational integrity
? Mortgage Sales Staff
? Mortgage Operations Team
? Consumer Direct Lending
? Other Harris staff including Branch personnel