Mortgage Retention and Sales; Bilingual - French and English WFH

Final date to receive applications: 04/30/2026

Address: VIRTUAL
61 - REMOTE/TELETRAVAIL - QC - BMO

Job Family Group:
Retail Banking Sales & Service

Permanent position: full-time, 37.5hrs per week

Current

Work schedule:

Candidates must be flexible and available to work Monday to Friday, from 9am to 8pm, and Saturdays from 9am-6pm (on rotation)

Location: 100% Remote/Work from home

Language preferences for role: Strong verbal and written language skills in both French and English.

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.

• Drive the sales process for inbound and outbound customer contacts upon mortgage renewal, through in-depth home financing options.
• Integrate marketing promotions and programs into customer conversations, where appropriate.
• Manage all transactional outcomes of customer contacts or refer to appropriate groups.
• Negotiate home financing pricing ensuring customers feel valued while maintaining profitability.
• Probe to understand customer needs related to mortgage renewal, investment and financing options; provide advice in the best interests of the customer.
• Handle customer contacts in an informed, professional, and efficient manner.
• Collaborate with internal and external stakeholders to deliver on business objectives.
• Escalate complex or unresolved customer situations to managers as required.
• Perform any required documentation to ensure customer requests are accurately processed.
• Research and investigate lending applications, following established processes.
• Maintain confidentiality of customer and bank information.
• Adhere to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing reporting, FCAC consumer provision requirements and Privacy Act provisions.
• Maintain current knowledge of personal banking and lending products, practices, and trends and integrate into customer conversations.
• Complete complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
• Analyze issues and determine next steps.
• Broader work or accountabilities may be assigned as needed.

• 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 the competitive marketplace and trends in product offerings.
• Knowledge of contact centre operational processes and policies.
• Knowledge of call centre technology, processes and metrics.
• Specialized knowledge.
• Verbal & written communication skills – Good in both French and English.
• Organization skills – Good.
• Collaboration & team skills – Good.
• Analytical and problem solving skills – Good.

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.

Salary: $38,500.00 - $71,000.00

Pay Type: Salaried

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part‑time roles will be pro‑rated based on the number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

Additional benefits include health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans.