Mortgage Retention Specialist

BMO U.S.

. Proactively provide expert advice on mortgage renewal and financing needs, products and solutions to retain and expand share of wallet.

Posted 10/28/2026full-timeRemote • CanadaMid-LevelSenior💰 CA$37,000 - CA$70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in mortgage renewal and home financing solutions while providing exceptional customer service. Maintains compliance with regulatory requirements and effectively collaborates with stakeholders to achieve business objectives.

Highest-signal resume keywords

Mortgage Renewal ExpertisePersonal Lending KnowledgeCustomer Service SkillsRegulatory Compliance KnowledgeAnalytical Problem Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Home Financing ProductsSales Process ManagementLending Application ResearchNegotiation SkillsMarket Trend Analysis

Soft Skills

Verbal Communication SkillsWritten Communication SkillsOrganizational SkillsCollaboration SkillsFlexibility

Tools & Technologies

Call Centre TechnologyContact Centre ProcessesCustomer Relationship Management (CRM) Systems

Industry Keywords

Anti-Money LaunderingTerrorist Financing ReportingFCAC Consumer ProvisionsPrivacy Act Provisions

About the role

Key responsibilities & impact

Proactively 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 based on market needs to deliver the desired customer experience and achieve 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 transactional outcomes of customer contacts or refer to appropriate groups.
Negotiate home financing pricing while ensuring customers feel valued and transactions remain profitable.
Probe to understand customer needs related to mortgage renewal, investment and financing options and 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 business objectives.
Escalate complex or unresolved customer situations to managers as required.
Complete documentation to ensure customer requests are accurately processed.
Research and investigate lending applications following established processes when required.
Maintain confidentiality of customer and Bank information.
Adhere to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing reporting, FCAC consumer provisions and Privacy Act provisions.
Maintain current knowledge of personal banking and lending products, practices and trends and integrate this knowledge into customer conversations.
Complete complex and diverse tasks within given rules and limits, including escalations from other employees.
Analyze issues and determine next steps.
Apply BMO's Risk Management Framework and make sound, risk-informed decisions aligned with business strategy, policies, laws and regulations.
Perform broader work or accountabilities as assigned.

Requirements

What you’ll need

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.
Organization skills - Good.
Collaboration & team skills - Good.
Analytical and problem solving skills - Good.
Flexibility to work 37.5 hours per week.
Availability Monday to Friday during Eastern hours, 9AM to 8PM, and Saturday 10AM-6PM on rotation every four weeks.
Working hours for the first year are 12PM-8PM through a shift bid process.

Benefits

Comp & perks

Health insurance
Tuition reimbursement
Accident and life insurance
Retirement savings plans
Performance-based incentives
Discretionary bonuses
Other perks and rewards
In-depth training and coaching
Manager support and network-building opportunities
Accommodations available on request for candidates taking part in all aspects of the selection process