Proactively provides expert advice on mortgage renewal/financing needs, products and solutions to retain and expand share of wallet. Fulfills sales and service activities for customers by following approved procedures. Works through various channels based on the market needs to deliver the desired customer experience and achieve overall business objectives.

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. Handles customer contacts in an informed, professional, and productive manner.

Escalates complex or unresolved customer situations to managers as required. Performs any required documentation to ensure customer’s requests are accurately processed. Maintains the confidentiality of customer and Bank information.

Adheres to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) consumer provision requirements and Privacy Act provisions. Maintains current knowledge of personal banking and lending products, practices, and trends and integrates into customer conversations in a professional manner. Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role,



in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.

Between 2 - 3 years of relevant experience and/or certification in 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 contact centre operational processes and policies.

Knowledge of call centre technology, processes and metrics. You’re fluent in French and English as this role provides support to clients and team members inside and/or outside the province of Quebec. Salaries for part-time roles will be pro-rated based on number of hours regularly worked.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. It calls on us to create lasting, positive change for our customers, our communities and our people.

We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

Accommodations are available on request for candidates taking part in all aspects of the selection process.

📌 Virtual Mortgage Retention Specialist (Bilingual) (Brossard)
🏢 BMO
📍 Brossard