Renewal & Retention Specialist

3 days ago

Toronto, Canada Intellifi Full time

**Renewal and Retention Specialist, Residential Mortgages**:
**Salary**: $55,000 - $65,000/yr

Calgary, AB, or Toronto, ON

Intellifi is looking for a Renewal and Retention Specialist, Residential Mortgages to join our growing team.

**Role and Responsibilities**:

- Build positive customer experiences by providing exceptional customer service
- Maintain a thorough knowledge of mortgage products, services, and processes related to Sales and Service to ensure alignment of product solutions to customer needs, and guide timely and accurate fulfillment, with high quality
- Effectively respond to and manage mid-term liquidation mortgage leads and ensure a high level of client retention and satisfaction
- Adhere to verification processes to ensure protection of private and confidential information
- Manage and resolve customer concerns or escalations
- Achieve or exceed established renewal and retention targets; maintain thorough and accurate records pertaining to efforts
- Collaborate and partner with other departments to support Sales Admin/Operations
- Provide feedback to managers regarding customer comments and market intel/analysis to support decision making
- Identify gaps in process, and seek continuous improvement opportunities

**Skills and Qualifications**:

- 2+ years in residential mortgages Sales and Service
- Call Centre experience, preferably within a financial services environment
- Strong customer service skills that help build relationships resulting in high client satisfaction
- Successfully completed the Provincial Mortgage Agent Course
- Post secondary degree or related work experience
- Bilingual (English & French) will be an asset
- Effective communicator, both written and verbal skills
- Excellent problem-solving, attention to detail, and mathematical skills
- Thrives in a team-oriented, fast-paced environment
- Strong organizational and time management skills; ability to manage multiple priorities
- A proactive person who takes initiative and can work independently
- Demonstrated professionalism, good judgement, and integrity

**Benefits and Perks**

**Some of the benefits we offer at Intellifi include**:

- Health and Wellness Spending Accounts
- Health, Drug, Vision, and Dental benefits
- Paid vacation, floater days (in addition to all civil and statutory holidays)
- RRSP Matching Program
- Maternity / Parental Leave Top Up Program
- Discounted gym memberships
- Travel assistance and EAP
- Business Casual dress code
- Company social events + sport teams
- Hybrid work arrangements
- Education reimbursement
- Training and mentoring programs
- And more

**About Us**

Welcome to Intellifi, where our mission is “Lending Solutions Simplified”. This is more than tagline for us - it’s our commitment to every customer, business partner and team member.

While we have decades worth of experience and expertise in Commercial Services and Technology, Residential Services, and Residential Technology, we aren’t standing still. From the adventurous startups to the established institutions with billions in assets, and to those we have yet to serve, we owe it to our dozens of clients to always be moving forward.

At Intellifi we believe that a culture of innovation, creativity and partnership is what enable us to provide executable end-to-end solutions to the various lenders in the residential and commercial industry in Canada. Where hi-tech meets hi-touch, we are a team of experts providing a selection of technology products and lending operations services that helps create efficiency in loan management for both our clients and their customers.

**Equal Opportunity Employer**

**We want to hear from you

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