Bilingual Mortgage Retention Specialist

2 weeks ago

Quebec City, Canada Manulife Full time

**_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you. _**

**Working Arrangement**

At Home

La fidélisation des clients ayant souscrit un prêt hypothécaire est la principale responsabilité de ce poste. L’équipe a pour mission essentielle d’atteindre ou de dépasser les objectifs de fidélisation qui lui sont attribués par la haute direction de la Banque. Pour ce, les membres de l’équipe prennent l’initiative de communiquer avec les clients dont la date de renouvellement approche, s’occupent des appels ayant déclenché un signal d’alarme (comme des questions sur les frais ou les taux d’intérêt) et passent en revue nos données de modélisation sur l’attrition lors d’interventions de clients sur leur compte qui peuvent être des indices de leur intention de fermer leur compte.

Ils ont le pouvoir de restructurer les comptes hypothécaires en fonction des besoins des clients et aussi d’accorder des rabais sur les taux d’intérêt. Ils doivent toutefois établir un équilibre entre la profitabilité pour la Banque et la satisfaction des besoins et objectifs des clients.

La capacité éprouvée de s’adapter rapidement et facilement aux changements au sein du service et de l’organisation est également un facteur important. Les spécialistes offrent un soutien en passant aisément d’un aspect à l’autre de l’entreprise selon l’évolution des règles régissant le secteur, la concurrence sur le marché et les fluctuations du volume d’affaires.

**Responsabilités**
- Sonder efficacement les besoins des clients pour en avoir une meilleure compréhension afin de les informer et de leur fournir des ressources favorisant la gestion courante de leur prêt hypothécaire existant (les produits Manuvie Un ou Sélect Banque Manuvie).
- Bâtir des relations de longue durée avec les clients et servir de personne-ressource principale pour les futurs besoins en matière de prêts hypothécaires.
- Gérer un grand nombre de dossiers complexes, comprendre rapidement les préoccupations des clients en ce qui concerne leurs prêts hypothécaires et y répondre en leur suggérant une structure de compte appropriée qui tient compte de leurs besoins actuels et futurs.
- Faire preuve de discernement dans l’évaluation des différentes variables internes et externes pour fixer les taux d’intérêt à offrir aux clients et mettre l’accent sur les avantages du produit tels que les économies possibles par rapport au taux.
- Posséder d’excellentes aptitudes pour répondre efficacement aux objections et aux plaintes des clients et d’orienter la conversation sur des solutions qui conviennent autant au client qu’aux objectifs de rentabilité de la Banque.
- Être capable de repérer les occasions d’offrir aux clients des produits additionnels qui améliorent leur situation, comme la carte de crédit de la Banque Manuvie ou l’assurance crédit hypothécaire.
- Contribuer au rendement de l’équipe en collaborant continuellement avec ses pairs pour échanger les pratiques exemplaires et se tenir au fait des tendances sectorielles.
- Se tenir au courant de l’évolution des règles et règlements qui régissent le secteur des prêts hypothécaires et avoir une bonne connaissance des produits de concurrents.
- Parfaire et actualiser ses connaissances des offres promotionnelles, des produits et des améliorations technologiques actuelles de la Banque en appui à l’expérience client et atteindre ou dépasser les objectifs en matière de conservation de la clientèle.
- Collaborer avec l’équipe des ventes de la Banque en appui aux clients, aux conseillers et aux autres relations avec les distributeurs.
- Apporter un soutien aux clients tout au long du processus du renouvellement du prêt hypothécaire, notamment saisir la transaction dans les systèmes de la Banque et s’assurer que toutes les déclarations requises ont été faites.
- Prendre l’initiative de cerner les problèmes, de rendre compte des préoccupations des clients, de repérer les lacunes et les moyens d’améliorer le service et la fidélisation.

**Qu’est-ce qui vous motive?**
- Vous pensez constamment aux clients, vous les écoutez et vous agissez dans leur intérêt.
- Vous avez de l’ambition et la curiosité nécessaire pour découvrir des façons d’utiliser la méthode Agile et de contribuer à l’atteinte des résultats prévus de la Société.
- Vous vous épanouissez au sein d’une équipe et vous aimez faire les choses ensemble.
- Vous vous placez aux commandes et vous élaborez des solutions en vous concentrant sur ce qui compte.
- Vous faites ce qui est bien, vous travaillez avec intégrité et v

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