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BMO U.S.

Mortgage Retention Specialist

BMO U.S.

. 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$40,500 - CA$80,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in mortgage renewal and home financing solutions while providing exceptional customer service and adhering to regulatory compliance. Proficient in analyzing customer needs and delivering tailored financial advice to enhance customer satisfaction and retention.

Highest-signal resume keywords
Mortgage Renewal ExpertisePersonal Lending KnowledgeRegulatory Compliance AdherenceBilingual Communication SkillsAnalytical Problem-Solving

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
Home Financing SolutionsSales Process ManagementCustomer Needs AnalysisNegotiation SkillsDocumentation Accuracy
Soft Skills
Verbal CommunicationWritten CommunicationOrganizational SkillsCollaboration SkillsProblem-Solving Skills
Tools & Technologies
Call Centre TechnologyContact Centre ProcessesLending Application Systems
Industry Keywords
AML/ATF ReportingFCAC Consumer ProvisionsPrivacy Act ComplianceCompetitive Marketplace KnowledgePersonal Banking Trends

About the role

Key responsibilities & impact
  • 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 to deliver the desired customer experience and achieve business objectives.
  • Drive inbound and outbound sales processes upon mortgage renewal through in-depth home financing options.
  • Integrate relevant marketing promotions and programs into customer conversations.
  • Manage transactional outcomes or refer customers to appropriate groups.
  • Negotiate home financing pricing while balancing customer value and profitable transactions.
  • Probe to understand customer needs related to mortgage renewal, investment, and financing options; provide advice in customers’ best interests.
  • Handle customer contacts professionally, efficiently, and knowledgeably.
  • Collaborate with internal and external stakeholders.
  • Escalate complex or unresolved customer situations to managers.
  • Complete documentation to accurately process customer requests.
  • Research and investigate lending applications when required.
  • Maintain confidentiality of customer and Bank information.
  • Adhere to regulatory and compliance requirements, including AML/ATF reporting, FCAC consumer provisions, and Privacy Act requirements.
  • Maintain current knowledge of personal banking and lending products, practices, and trends.
  • Handle complex and diverse tasks and 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 and applicable policies, laws, and regulations.

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.
  • Good verbal and written communication skills.
  • Good organization skills.
  • Good collaboration and team skills.
  • Good analytical and problem-solving skills.
  • Fluent in French and English.
  • Ability to support clients and team members inside and/or outside the province of Quebec.

Benefits

Comp & perks
  • Performance-based incentives
  • Discretionary bonuses
  • Other perks and rewards
  • Health insurance
  • Tuition reimbursement
  • Accident and life insurance
  • Retirement savings plans
  • In-depth training and coaching
  • Manager support
  • Network-building opportunities
  • Tools and resources to reach new milestones
  • Accommodations available on request during the selection process