Alan Van Email & Phone Number

•Identify leading-edge tactics to generate leads and build a pipeline of mortgage business•Ensure seamless delivery to the client and ensure flow of business is directed to the appropriate servicing unit•Act as a conduit for feedback from the field by identifying ideas for improving existing products and services and new product opportunities•Proactively seek opportunities to engage in customer focused home financing conversations, with a goal of bringing new customers•Identifying and researching the best solutions that meet our members’ needs and improve their financial well being•Loan administration ranging from inputting financial statements, document preparation to annual reviews and loan payout•Ability to prioritize workload and handle a large volume of calls, while maintaining a professional and personable approach•Stay informed of regulatory policy and procedural requirements to ensure compliance and keep well informed of market/economic conditions as it relates to assessing and analyzing credit risks•Develop and maintain relationships with existing business members and identifies sales and service opportunities making qualified referrals to retail banking and wealth management specialists

• Assist customers with day to day banking needs and provide an exceptional customer service experience• Ability to problem solve and deal with unique customer demands and questions • Process financial transactions like deposits, withdrawals and bill payments as per standardized operating procedures, industry regulations and BMO's Code of Conduct and Ethics•Understand and determine customer needs to recommend solutions specific to those needs while exercising discretion in confidential matters•Respond and resolve customers' concerns using standard procedures and escalating non-standard activities, as necessary•Achieve assigned goals and business objectives by promoting banking solutions and completing business processes in a timely and accurate manner

• Maintain a calm demeanor during periods of high volume or unusual events to keep store operating to standard and to set a positive example for the shift team.•Anticipate customer and store needs by constantly evaluating environment and customers for cues.•Assist with new partner training by positively reinforcing successful performance and giving respectful and encouraging coaching as needed.•Provide continuous feedback to store manager on partner performance during shift.•Contribute to positive team environment by recognizing alarms or changes in partner morale and performance and communicating them to the store manager.•Create a positive learning environment by providing clear, specific, timely and respectful coaching and feedback to partners on shift to ensure operational excellence and to improve partner performance.•Deliver legendary customer service to all customers by acting with a customer comes first attitude and connecting with the customer.•Recognize and reinforce individual and team accomplishments by using existing organizational tools and by collaborating with store manager to find new, creative, and effective methods of recognition.•Develop positive relationships with shift team by understanding and addressing individual motivation, need and concerns