Virtual Mortgage Retention Specialist (BIlingual - French and English)
Top Benefits
About the role
Application Deadline: 11/28/2025
Address: VIRTUAL61 - 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 10am-6pm (on rotation)
Location: Remote
Language preferences for role : Strong verbal and written language skills in both French and English – Fully bilingual
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.
- Broader work or accountabilities may be assigned as needed.
Qualifications:
- 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 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. Bilingual - French and English preferred
- Organization skills - Good.
- Collaboration & team skills - Good.
- Analytical and problem solving skills - Good.
Salary**:**
$38,500.00 - $71,000.00
Pay Type:
Salaried
The above represents BMO Financial Group’s pay range and type.
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 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.
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. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards
About Desjardins
Desjardins Group is the largest cooperative financial group in North America and the fifth largest cooperative financial group in the world, with assets of $435.8 billion as at March 31, 2024. It was named one of Canada's Best Employers by Forbes magazine and by Mediacorp. To meet the diverse needs of its members and clients, Desjardins offers a full range of products and services to individuals and businesses through its extensive distribution network, online platforms and subsidiaries across Canada. Ranked among the world's strongest banks according to The Banker magazine, Desjardins has some of the highest capital ratios and credit ratings in the industry and the first according to Bloomberg News.
Virtual Mortgage Retention Specialist (BIlingual - French and English)
Top Benefits
About the role
Application Deadline: 11/28/2025
Address: VIRTUAL61 - 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 10am-6pm (on rotation)
Location: Remote
Language preferences for role : Strong verbal and written language skills in both French and English – Fully bilingual
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.
- Broader work or accountabilities may be assigned as needed.
Qualifications:
- 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 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. Bilingual - French and English preferred
- Organization skills - Good.
- Collaboration & team skills - Good.
- Analytical and problem solving skills - Good.
Salary**:**
$38,500.00 - $71,000.00
Pay Type:
Salaried
The above represents BMO Financial Group’s pay range and type.
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 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.
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. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards
About Desjardins
Desjardins Group is the largest cooperative financial group in North America and the fifth largest cooperative financial group in the world, with assets of $435.8 billion as at March 31, 2024. It was named one of Canada's Best Employers by Forbes magazine and by Mediacorp. To meet the diverse needs of its members and clients, Desjardins offers a full range of products and services to individuals and businesses through its extensive distribution network, online platforms and subsidiaries across Canada. Ranked among the world's strongest banks according to The Banker magazine, Desjardins has some of the highest capital ratios and credit ratings in the industry and the first according to Bloomberg News.