Mortgage Agent, Customer Service

6 months ago

Toronto, Canada RFA Canada Full time

RFA’s residential mortgage lending business is operated by RFA Mortgage Corporation and RFA Bank of Canada, a federally regulated Schedule I Bank. RFA Mortgage Corporation specializes in Prime lending (Insured, Insurable, Uninsurable), while RFA Bank of Canada is a balance sheet based Alternative mortgage lender (Alt-A and B lending). Combined, RFA offers mortgage brokers a one-stop shop with our full suite of competitive Prime and Alternative mortgages.
RFA’s strategic vision is to be a long-term leader in the residential lending segment by offering a value proposition beyond just rate and compensation. Through building a competitive broker experience and solutions-oriented product suite, RFA’s goal is to be recognized and recommended by our mortgage broker partners, mortgagors, and other strategic partners, for our financing solutions and broker/client experience.

**The Opportunity**

Core Responsibilities
- Respond to client inquiries regarding current mortgage needs in a timely manner that is accordance with agreed upon departmental guidelines.
- Action opportunities to sell new mortgages and bridge financing to existing clients; retain existing clients through excellent customer service and finding solutions to current mortgage need.
- Escalate files for exceptions where it reasonable to do so.
- Record interactions and details of activities on client file.
- Work with RFAMC Customer Service and Renewal teams in support of all mortgage retention activities.
- Maintain knowledge of, and adhere closely to, established corporate mortgage policies, procedures and processes to produce high quality files that comply with current standards and regulations.
- Provide feedback to management to help identify enhancements that can improve overall retention.
- Assist team members with problem resolution by providing and sharing information and experiences.
- Attend meetings and training seminars as required.

**What you can bring to RFA**:

- Minimum of 2 years’ experience with residential mortgages
- Experience across various areas of residential mortgage sales, administration and/or servicing is an asset.
- Currently licensed as a Mortgage Agent in Ontario
- Previous experience as a mortgage agent or broker
- Working knowledge of the principles of credit analysis and risk management
- Pleasant and professional telephone manner and attitude
- Residential or commercial underwriting experience is an asset.
- Ability to understand financial statements and assess financial viability.
- Working knowledge of mortgage administration processes and documentation
- General knowledge of real estate, mortgage legislation and land title systems
- Working knowledge of PC and MS Office software in a Windows environment

**Benefits of Working at RFA**:

- Health & Dental Care
- Vision Care
- RRSP Match
- Vacation & Personal Days
- Hybrid work conditions
- Health & Wellness Spending
- Highly motivated and customer focused.
- Developed professional sales, negotiation, and relationship management skills.
- Demonstrate ethical behaviour and conduct at all times.
- Excellent verbal and written communication skills
- Strong organizational and time management skills
- Ability to establish and maintain strong internal and external relationships.
- Ability to handle high volumes and tight turnaround times.

**Accessibility**
Accommodation is available upon request for applicants and employees with disabilities. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure you have access to a fair and equitable process. Any information received relating to accommodation will be addressed confidentially.

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