Mortgage Retention and Sales, Bilingual French/English

September 17, 2026

Job Description:

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 mortgage-renewal sales processes through home financing options
Integrate applicable marketing promotions and programs into customer conversations
Manage transactional outcomes of customer contacts or refer them to appropriate groups
Negotiate home financing pricing while balancing customer value and profitable transactions
Probe customer needs related to mortgage renewal, investment, and financing options and provide advice in customers' 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 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, FCAC, and Privacy Act provisions
Maintain current knowledge of personal banking and lending products, practices, and trends
Complete complex and diverse tasks, handle escalations, analyze issues, and determine next steps

Requirements:

2–3 years of relevant experience and/or certification in a related field of study 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
Good verbal and written communication skills in French and English
Good organizational skills
Good collaboration and team skills
Good analytical and problem-solving skills
Fluency in French and English required to support clients and team members inside and/or outside Quebec
Ability to work Monday to Friday from 9am to 8pm and Saturdays from 9am to 6pm on rotation
Ability to maintain confidentiality of customer and Bank information
Ability to adhere to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing, FCAC consumer provisions, and Privacy Act provisions

Benefits:

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