Client Relationship Officer

2 weeks ago

Edmonton, Canada CWB Financial Group Full time

At

CWB

, we strive to build value for the people who choose us every day: our people, our clients and our investors. We do this by:
- Putting people first and building relationships with intention- Seeking out and embracing new ideas- Believing that how we do things is as important as what we do

Roles Specifications

Location: Edmonton, AB

Everyday flexibility. On-site requirements. Collaborative connections.

CWB Optimum Mortgage. Sensible Lending® solutions. Great personal service.

2023 Broker of the Year & 2022 Employer of Choice awarded by CMA Canadian Mortgage Awards.

Making home ownership dreams come true CWB Optimum Mortgage, a CWB Financial Group Company, is a full-service lender providing personalized borrowing solutions to meet our clients needs. We offer a variety of products, including flexible alternative mortgage solutions, for clients who may not fit within traditional guidelines, including those who are self-employed, commissioned or with bruised credit.

The opportunity

Mortgage Renewals and client satisfaction are the fuels behind CWB Optimum’s success. The Client Relationship Officer (CRO) is a key contributor to its strategic direction by building full-service banking relationships between our clients and areas of CWB Financial Group. The CRO’s primary focus is to complete outbound sales activities throughout the mortgage lifecycle vital to nurture expanding relationships. This role is primarily telephone based so if you love talking on the telephone and can communicate clearly over the telephone, this role is for you

What does success look like? Increase client loyalty. Improve new relationships by offering franchising solutions. Provide knowledgeable, courteous, and efficient service and personalized advice.

Outbound Sales. Financial knowledge. Collaborator. Trusted partner. Respected negotiator.

What you’ll be doing
- Complete required volume of proactive, outbound contacts to new and existing clients to review key pieces of their business and educate them on the benefits of dealing with CWB.
- Develop a follow-up strategy with identified client opportunities and generate future opportunities by discovering deeper needs of our customers and grow their loyalty to CWB.
- Achieve successful referral targets to meet team and individual goals while enabling an excellent customer transition experience.
- Ask open ended discovery questions to ensure all our client’s financial needs are being met and that any concerns are resolved at first point of contact or handed off in a timely matter.
- Work closely with Customer Service and Retention Teams to deliver exceptional client service and achieve individual and team fiscal targets.
- Ensure KYC is applied regularly to personalize overall client retention and relationship building.

Who we’re looking for & what you’ve done
- Client Centric. You go above clients’ expectations, providing a stellar customer experience with every interaction. Anticipate clients needs before they even know themselves
- Sales focused. You have a strong sales mentality, with outstanding consultation, cross-selling, and dispute management skills.
- Communication. Your excellent verbal and written skills equip you to effectively communicate and demonstrate your passion to provide solutions and build real, lasting relationships. It is essential that you can communicate clearly on the telephone.
- Agile. You are energized when faced with ambiguity and can adjust your approach - with people and problems - to respond efficiently and effectively in changing conditions. You’re able to juggle many tasks, demands and opposing priorities that arise in a day with a practiced ease and poise.
- Trusted partner. You inspire trust by being open, honest, and direct in communication, meeting commitments and behaving ethically in all dealings.
- Winning aspiration. You have the desire and motivation to succeed with the drive and focus to make it happen - motivated by the belief that better is always possible.
- Technically Savvy with Microsoft Excel and other Microsoft Office products.

Demonstrated Experience
- Diploma/Degree in a business-related field
- Experience with sales over the phone
- Minimum of 2 to 3 years of providing great customer sales and advice
- Two or more years in a banking environment with some exposure to mortgage products

Why work with us?

Your success is our obsession And our award-winning culture & benefits back it up.

Proudly recognized by Great Place to Work® in 2023 as one of Canada’s top 50 Best Workplaces & recipient of Waterston Human Capital’s Most Admired Corporate Culture 2023.
- Wellness matters_. We offer an award-winning benefits package that includes:

- Hybrid work environments
- Everyday flexibility
- Generous company-funded health coverage
- Health care spending account
- A flexible wellness program
- generous time-away options to unplug, rest & recover
- Career development._ We commit to our employees’ de

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