Mortgage Retention Specialist – Inbound

BMO U.S.

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

Posted 9/15/2026full-timeRemote • CanadaMid-LevelSenior💰 CA$37,000 - CA$70,000 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, with a strong focus on customer needs and compliance with regulatory requirements. Proven ability to analyze customer situations, negotiate effectively, and collaborate with stakeholders to achieve business objectives.

Highest-signal resume keywords

Mortgage Renewal ExpertisePersonal Lending KnowledgeContact Centre Operational ProcessesRegulatory Compliance AdherenceAnalytical Problem-Solving Skills

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 ProductsSales ProcessesCustomer Relationship ManagementNegotiation SkillsRisk Management FrameworkLending Application ResearchDocumentation AccuracyMarket Trend AnalysisConfidentiality MaintenanceFinancial Consumer Agency Compliance

Soft Skills

Verbal Communication SkillsWritten Communication SkillsOrganizational SkillsCollaboration SkillsTeamwork Skills

Tools & Technologies

Call Centre TechnologyContact Centre Metrics

Industry Keywords

Anti-Money LaunderingTerrorist Financing ReportingPrivacy Act ProvisionsPersonal Banking Practices

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
Drive inbound and outbound customer-contact sales processes 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 them 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, and provide advice in the customer’s best interests
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
Complete documentation to ensure customer requests are accurately processed
Research and investigate lending applications following established processes
Maintain customer and Bank information confidentiality
Complete complex and diverse tasks within established rules and limits, including escalations from other employees
Analyze issues and determine next steps
Apply BMO’s Risk Management Framework and make risk-informed decisions aligned with business strategy and applicable 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 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
Good verbal and written communication skills
Good organization skills
Good collaboration and team skills
Good analytical and problem-solving skills
Ability to maintain confidentiality of customer and Bank information
Adherence to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada consumer provision requirements and Privacy Act provisions
Current knowledge of personal banking and lending products, practices and trends

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
Tools and resources to reach new milestones
Accommodations available on request during the selection process