Bilingual Mortgage retention

VIRTUAL61 - HomeRes - QC - BMO

Application Deadline:



VIRTUAL61 - HomeRes - QC - BMO

Job Family Group:

Retail Banking Sales & Service

Language Requirements for the role: English and French Permanent position: full-time, 37.5hrs per week Current Work schedule: Candidates must be flexible and available to work Monday to Friday, from 10am to 8pm, and Saturdays from 10am-6pm (on rotation). All hours are in EST. Location: Remote/WHF

Understands customer needs and provides credit and lending-related sales and service to BMO customers or prospects. Advises customers on borrowing strategies and products that meet their objectives. Fulfills sales and service activities for the customer in accordance with 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.

  • May provide training and coaching to junior associates as needed.
  • Probes to understand customer needs and provides advice related to personal banking and borrowing strategies in the best interests of the customer.
  • Manages all transactional outcomes of customer contacts or defers to appropriate internal business groups.
  • Escalates complex or unresolved customer situations to managers as required.
  • Performs any required documentation to ensure customer’s requests are accurately processed.
  • Maintains current knowledge of personal banking and lending products, practices, and trends and integrates into customer conversations in a professional manner.
  • May research and investigate lending applications, following established processes.
  • Handles customer contacts in an informed, professional, and efficient manner.
  • Integrates marketing promotions and programs into customer conversations, where appropriate.
  • Maintains the confidentiality of customer and Bank information.
  • Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
  • 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.
  • Makes credit decisions / recommendations in accordance with sound credit-granting principles and in compliance with Bank Policy & Procedures.
  • Uses authorized credit qualifications as needed to fulfill customer requests.
  • 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.


  • Typically between 2 – 3 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
  • Knowledge of personal lending and home financing products.
  • Knowledge of competitive marketplace and …
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Job Profile

  • Adhere to regulatory and compliance requirements
  • Fulfill sales and service activities
  • Identify and make referrals to other business groups
  • Integrate marketing promotions into customer conversations
  • Problem solving
  • Understand customer needs

Bilingual Communication Customer service English French Reporting Sales


2-3 years


Post-Secondary Degree