Mortgage Specialist

2 weeks ago

Toronto ON, Canada Apex Systems Full time

Mortgage Renewals Specialist

Apex Systems is a global IT services provider and our consulting practice has an opening for a Mortgage Renewals Specialist . This person will be a single point of access through which clients are able to conduct the majority of their routine mortgage inquiries for a Top Five Bank.

Client: Big 5 Bank

Location: Remote: EST hours

Contract : 6 Month Rolling Contract

Terms : 37.5 hours/ week Strong possibility of extension or conversion based on project budget & candidate performance.

What You’ll Be Doing

As a Mortgage Renewals Specialist, you’ll be a single point of access through which clients are able to conduct the majority of their routine mortgage inquiries. You’ll focus on answering client inquiries that require routine analysis and the application of mortgage procedures, policies and principles.

How You’ll Succeed

Client Engagement –

  • Focus on client experience and connect on a personal level to make every interaction meaningful.
  • Analyze the customer’s financial needs holistically and in addressing the initial mortgage request, identify additional financial needs of the customer through opportunities to cross sell additional banking products.
  • Provide customers with detailed and factual explanations of recommended actions, and ensure the client has a full understanding of the issues.

Problem Solving –

  • Listen, ask questions, and put yourself in the client’s shoes.
  • Act like an owner by taking accountability for client issues, and know when to lean on others to find the right solutions and provide client satisfaction.
  • Ensure that the solutions offered meet customers’ needs and comply with policies and regulatory requirements, follow scripts and provide accurate information in a timely manner

Product Knowledge –

  • Understand the bank’s mortgage products and use your knowledge to connect clients with the right product.
  • Maintain knowledge of new products, policies, procedures, external trends and developments with issues pertaining to mortgages (i.e. Competitors' actions and legislation changes) in order to meet client needs.
  • Identify “at risk” mortgage business and make every effort to retain clients by referring customers to the Retention Team.

Relationship Building –

  • Collaborate with others to ensure clients are connected to the right people and opportunities.
  • Analyze the task at hand and make informed decisions to find the most appropriate solution available from a variety of options, taking into consideration the situational factors and existing procedures and policies and consult with internal business partners of related departments regarding their operations to trouble-shoot delays or problems.

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