Mortgage Retention and Sales, Bilingual – French, English

BMO U.S.

Mortgage Retention and Sales role providing expert advice in both French and English. Focused on mortgage renewal and financing solutions for customers in Canada.

Posted 5/1/2026full-timeRemote • 🇨🇦 CanadaJuniorMid-Level💰 CA$38,500 - CA$71,000 per yearWebsite

About the role

Key responsibilities & impact

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
Identifies and makes referrals to other business groups
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 efficient manner
Collaborates with internal and external stakeholders in order to deliver on business objectives
Escalates complex or unresolved customer situations to managers as required
Performs any required documentation to ensure customer’s requests are accurately processed
May research and investigate lending applications, following established processes
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
Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees
Analyzes issues and determines next steps

Requirements

What you’ll need

2 - 3 years of relevant experience and/or certification in related field of study or an equivalent combination of education and experience
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
Verbal & written communication skills - Good in both French and English
Organization skills - Good
Collaboration & team skills - Good
Analytical and problem solving skills - Good

Benefits

Comp & perks

Health insurance
Tuition reimbursement
Accident and life insurance
Retirement savings plans

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

mortgage renewalhome financingpersonal lendingfinancial analysiscustomer servicesales processtransaction managementregulatory complianceAnti-Money LaunderingTerrorist Financing

Soft Skills

communication skillsorganizational skillscollaboration skillsanalytical skillsproblem solvingcustomer relationship managementnegotiation skillsprofessionalismescalation managementcustomer needs assessment

Certifications

certification in related fieldfinancial services certificationmortgage specialist certificationcompliance certificationcustomer service certificationsales certificationanalytical skills certificationproblem solving certificationcommunication skills certificationorganizational skills certification