Bilingual Mortgage Retention Specialist
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Job Description
BMO mortgage retention specialist advising bilingual Canadian clients on mortgage renewals and financing. Managing sales, service, compliance, and lending referrals remotely.
Responsibilities:
- 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
- Identify and make referrals to other business groups
- Work through various channels to deliver the desired customer experience and achieve business objectives
- Drive inbound and outbound sales processes upon mortgage renewal through in-depth home financing options
- Integrate marketing promotions and programs into customer conversations where appropriate
- Manage transactional outcomes of customer contacts or refer them to appropriate groups
- Negotiate home financing pricing while balancing customer value and profitable transactions
- Probe to understand customer needs related to mortgage renewal, investment, and financing options, and provide advice in the customer’s best interests
- Handle customer contacts in an informed, professional, and efficient manner
- Collaborate with internal and external stakeholders
- Escalate complex or unresolved customer situations to managers
- Complete documentation to ensure customer requests are accurately processed
- Research and investigate lending applications when required
- Maintain confidentiality of customer and Bank information
- Adhere to regulatory and compliance requirements, including AML/ATF, FCAC consumer provisions, and Privacy Act provisions
- Maintain current knowledge of personal banking and lending products, practices, and trends
- Complete complex and diverse tasks within established rules and limits
- Analyze issues and determine next steps
- Apply BMO’s Risk Management Framework and make sound, risk-informed decisions aligned with business strategy and applicable policies, laws, and regulations
Requirements:
- Permanent, full-time position, 37.5 hours per week
- Candidates must be flexible and available Monday to Friday, 9am to 8pm, and Saturdays from 10am to 6pm on rotation
- Strong verbal and written language skills in both French and English; fully bilingual
- 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
- Good verbal and written communication skills
- Good organization skills
- Good collaboration and team skills
- Good analytical and problem-solving skills
- Fluency in French and English to support clients and team members inside and/or outside Quebec
Benefits:
- Performance-based incentives
- Discretionary bonuses
- Health insurance
- Tuition reimbursement
- Accident insurance
- Life insurance
- Retirement savings plans
- In-depth training and coaching
- Manager support
- Network-building opportunities
- Inclusive, equitable and accessible workplace
- Accommodations available on request during the selection process
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