Mortgage Specialist Associate

Bank N.A.; Ottawa; On-site; CAD 55,000 - 75,000; Full time

Job summary

Bank N.A. in Ottawa, Canada, seeks a bilingual Mortgage Support Specialist to cultivate and manage a referral network, process mortgage applications, and coordinate with internal teams to meet terms and documentation requirements.

The role emphasizes understanding customer needs, delivering responsive service, and supporting the Mortgage Specialist with administrative tasks, marketing, and reporting in a fast-paced retail banking setting.

Qualifications

• 1–2 years of relevant experience or equivalent educational qualifications.
• Knowledge of personal lending and mortgage products.
• Strong relationship management skills.
• Problem solving and analytical ability.
• Negotiation and strategic influencing (basic).

Responsibilities

• Develops and executes marketing and sales programs to drive mortgage business.
• Inputs and mitigates credit applications with internal partners.
• Manages referral network to generate mortgage originations.
• Delivers outstanding customer service and regulatory compliance.

Skills

Bilingual English/French

Relationship management

Problem solving

Communication skills

Education

Diploma/Certificate or equivalent experience

Job description

Application Deadline: 11/22/2026

Address: 3775A Strandherd Drive

Job Family Group: Retail Banking Sales & Service

Bilingual Candidate Required - English/French

Key Responsibilities

• Cultivates, builds, and manages relationships with a referral network to build a pipeline of new mortgage business and increase BMO's share of the home financing market. Actively identifies sales opportunities and refers to BMO colleagues as appropriate. Develops and executes effective marketing and sales programs to drive business results. Follows corporate policies, operating directives, legal and regulatory requirements.
• Inputs and mitigates credit applications in coordination with internal partners and customers to facilitate smooth fulfillment and ensure documentation meets stipulated terms and conditions.
• Monitors approved home financing applications to coordinate collection of all required documentation.
• Contacts BMO colleagues where required to discuss any terms and conditions where the documentation provided is unacceptable and/or to obtain any missing documentation.
• Provides administrative support by maintaining a database of third party referral sources and customers including development and maintenance of a marketing calendar.
• Ensures third party referral sources are kept aware of the latest BMO offers and news including preparing and sending updated rate sheets.
• Provides marketing, event coordination, and general administrative support to assist the Mortgage Specialist in effectively maintaining positive and ongoing contact with their broader referral network.
• Completes pre- and post- sales activities that support business and market share growth.
• Understands customer needs to offer financial solutions that meet customer goals.
• Receives and fulfils approved home and/or investment financing applications to provide accurate and efficient credit and administrative support.
• Monitors home financing applications to advise BMO colleagues of any issues that might impede turnaround time and/or approval.
• Delivers exceptional customer service that builds trust through expertise, responsive service, and support.
• Resolves or escalates issues to meet customer expectations and ensures funds are advanced in a timely manner.
• Provides customers with friendly, courteous, and professional service in response to queries and requests to identify client needs for banking products (e.g. everyday banking, lending, and investment) and refer to appropriate BMO partners.
• Stays abreast of consumer needs, industry trends, best practices, and the regulatory requirements, policies, and procedures for mortgage products and services.
• Addresses customer service issues according to established parameters, escalating persistent or complex matters to more senior staff or other departments for resolution.
• Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.
• Liaises with various BMO teams and customers to ensure satisfactory completion and/or fulfillment of the home financing application.
• Documents updates in BMO's internal systems to ensure employees have access to the status of outstanding customer opportunities, transactions, and problems / issues.
• Analyzes data and information to provide insights and recommendations.
• Gathers and formats data into regular and ad-hoc reports and dashboards.
• Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements.
• Organizes work information to ensure accuracy and completeness.
• Engages with referral network to create strong relationships that generate referrals and mortgage originations for clients requiring real estate lending solutions.
• Completes all necessary transactions in compliance with guidelines and other requirements to maintain operational integrity.
• Completes complex & diverse tasks within given rules/limits.
• Analyzes issues and determines next steps; escalates as required.
• 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 1 - 2 years of relevant experience and/or certification in related field of study desirable or an equivalent combination of education and experience.
• If a Credit Qualifiable job, Credit Qualifications and associated credit knowledge and skills according to the credit portfolio requirements and qualification standards.
• Working knowledge of personal lending and mortgage products and services.
• Relationship Management skills - Good.
• Problem Solving - Good.
• Strategic influencing and negotiation - Basic.
• Basic specializ