Mortgage Retention and Sales; Bilingual in French and English WFH

Final date to receive applications: 07/30/2026
Current

Work Schedule:

Monday to Friday 9:00 a.m. to 8:00 p.m., Saturday 9:00 a.m. to 6:00 p.m. (on rotation)

Location:

100% Remote/Work from Home
Language Requirements:
Fluent in French and English

• Provide expert advice on mortgage renewal and financing needs to retain and expand share of wallet.
• Conduct sales and service activities, following approved procedures.
• Identify and refer to other business groups.
• Use multiple channels to deliver desired customer experience.
• Drive sales process for inbound/outbound contacts upon mortgage renewal.
• Integrate marketing promotions and programs into customer conversations when appropriate.
• Manage all transactional outcomes of customer contacts or refer to appropriate groups.
• Negotiate home financing pricing to ensure 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 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; integrate into customer conversations.
• Complete complex and 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.

• 2‑3 years of relevant experience and/or education or equivalent combination of education and experience (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 in both French and English.
• Good organization skills.
• Good collaboration and team skills.
• Good analytical and problem‑solving skills.

Salary: $38,500.00 – $71,000.00 per year. Salaries vary based on location, skills, experience, education, qualifications, and may include a commission structure. Commission roles use the target listed above for the first year. Total compensation may also include performance‑based incentives, discretionary bonuses, and other perks and rewards. Benefits include health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. For more details, visit