Application Deadline: 08/04/2026 Address: VIRTUAL61 - REMOTE/TELETRAVAIL - QC - BMO Job Family Group: Retail Banking Sales & Service Proactively provides expert advice on mortgage renewal/financing needs, products and solutions to retain and expand share of wallet. Fulfills sales and service activities for customers by following 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. Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do. Ensures alignment between values and behaviour that fosters diversity and inclusion. Regularly connects work to BMO’s purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through. Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders. Attracts, retains, and enables the career development of top talent. Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance. Executes a 6 -12 month sales and service plan that drives revenue, sales, and productivity. Manages all transactional outcomes of customer contacts or refers to appropriate groups. Negotiates home financing pricing ensuring customers feel valued at the same time as profitable transactions. Probes to understand customer needs related to mortgage renewal, investment and financing options; provides advice in the best interests of the customer. Handles customer contacts in an informed, professional, and efficient manner. Provides advice and guidance to assigned business/group on implementation of solutions. Supports the execution of strategic initiatives in collaboration with internal and external stakeholders. Builds effective relationships with internal/external stakeholders. Designs and produces regular and ad-hoc reports, and dashboards. Monitors and tracks performance; addresses any issues. Builds change management plans of varying scope and type; leads or participates in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives. Leads or participates in defining the communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels. Supports the development of tools and delivery of training focused on delivering business results. Completes audits and spot checks as required. Continually assesses and improves the level of performance through coaching. Identifies skills, knowledge gaps and performance improvement opportunities for the team. Oversees team on behalf of the manager as required. Trouble-shoots day-to-day issues and escalations. Ensures proactive calling programs are executed efficiently and effectively to meet business plans and objectives. Maintains the confidentiality of customer and Bank information. 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. Supports the orientation and training of new team members. Maintains current knowledge of personal banking and lending products, practices, and trends and integrates into customer conversations in a professional manner. Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus. Exercises judgment to identify, diagnose, and solve problems within given rules. Works independently on a range of complex tasks, which may include unique situations. Broader work or accountabilities may be assigned as needed. Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations. Qualifications: Typically between 4 - 6 years of relevant experience or post-secondary degree in related field of study or an equivalent combination of education and experience. Knowledge of personal lending and home financing products - In-depth. Knowledge of competitive marketplace and trends in product offerings - In-depth. Knowledge of contact centre operational processes and policies - In-depth. Knowledge of call centre technology, processes and metrics - In-depth. Technical proficiency gained through education and/or business experience. Verbal & written communication skills - In-depth. Bilingual (in English and in French) preferred Collaboration & team skills - In-depth. Analytical and problem solving skills - In-depth. Influence skills - In-depth. Data driven decision making - In-depth. You’re fluent in French and English as this role provides support to clients and team members inside and/or outside the province of Quebec. Salary: $56,000.00 - $103,500.00 Pay Type: Salaried The above represents BMO Financial Group’s pay range and type. Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position. BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards About Us At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world. As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset. To find out more visit us at https://jobs.bmo.com/ca/en. BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter. Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.