Virtual Mortgage Specialist

7 days ago

Scarborough Village, Ontario, Canada Scotiabank Full time

Virtual Mortgage Specialist – Scarborough Contact Centre

Join a purpose-driven team committed to delivering exceptional results in a high-performing culture.

The Virtual Mortgage Specialist is a key role that requires a financial planning approach to retain, service, and deepen relationships with mortgage renewal customers. This involves offering a full suite of complimentary financial strategies and solutions that meet the customers' immediate and future financial needs.

The primary responsibility of the Virtual Mortgage Specialist is to remotely support multiple branches across Canada in achieving mortgage renewal and retention goals through proactive customer contact.

Key Responsibilities:

  • Provide expert mortgage knowledge and advice on a full range of customized solutions using a holistic financial planning approach to retain and deepen relationships with an assigned portfolio of mortgage renewal customers.
  • Proactively establish contact with mortgage renewal customers and retain the mortgage business.
  • Remotely manage assigned renewal leads, including assessing customer financial needs/goals, presenting mortgage retention offers, managing rate negotiations, and making recommendations to secure the renewal.
  • Identify and act on opportunities to deepen the relationship with additional, relevant financial solutions.
  • Deepen and grow relationships and business by understanding customer financial goals and preferences, analyzing their needs, and recommending strategies and solutions to help them achieve their goals.
  • Deliver exceptional customer experiences by effectively executing the Customer Experience Model (CEM), consistently delivering on the Service Basics and Advice+ Promises, and delivering on diverse advice expectations.
  • Minimize the Bank's exposure to risk by contributing to operational excellence, adhering to retail lending compliance, regulatory compliance, custody, and Occupational Health & Safety requirements, and escalating fraudulent activities or issues as required.

Requirements:

  • Strong understanding of residential mortgage product knowledge, including policy and process.
  • Experience working in a customer-facing role within the financial industry or related field.
  • Post-secondary degree in business/finance or related field (considered an asset).
  • Expert knowledge using Microsoft Teams, Salesforce, and E-Signature.
  • Highly organized with strong attention to detail and effective written and verbal communication skills.

About Scotiabank:

Scotiabank is a leading bank in the Americas, guided by our purpose: "for every future". We help our customers, their families, and their communities achieve success through a broad range of advice, products, and services.

What We Offer:

  • A competitive compensation and benefits package.
  • An organization committed to making a difference in our communities.
  • Opportunities for growth and development, with clear, transparent criteria for career progression.
  • A collaborative team of innovative thinkers, committed to delivering exceptional results.

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