Virtual Mortgage Specialist

4 weeks ago

Toronto, Ontario, Canada Scotiabank Full time
Join a purpose-driven winning team, committed to results, in an inclusive and high-performing culture.

What your role will be…

Virtual Mortgage Specialist – Scarborough Contact Centre

Leading with a financial planning approach, the Virtual Mortgage Specialist is responsible for retaining, servicing, and deepening relationships with mortgage renewal customers by offering a full suite of complimentary financial strategies and solutions that best meet the customers' immediate and future financial needs.

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

What you need to succeed…

- Provide expert mortgage knowledge and advice on a full range of customized solutions using a holistic financial planning approach with the goal of retaining and deepening relationships with an assigned portfolio of mortgage renewal customers.
- Proactively establish contact with mortgage renewal customers to retain the mortgage business.
- Remotely manage assigned renewal leads, including assessing customer financial needs/goals, presenting mortgage retention offers, managing rate negotiations, and making appropriate recommendations to secure the renewal.
- Identify and act on opportunities to deepen the relationship with additional, relevant financial solutions through effective preparation and discovery.
- Understand customers' financial goals and preferences, analyze their needs, and recommend appropriate strategies and solutions.
- Plan and execute on weekly measurable targets including proactive customer contacts and effective mortgage retention.
- Identify referral opportunities in response to changes in needs/preferences and collaborate with key partners as necessary.
- Effectively execute the Customer Experience Model (CEM).
- Deliver on the Service Basics and Advice+ Promises in all customer/employee interactions.
- Escalate and track customer concerns and complaints as required.
- Minimize the Bank's exposure to risk by contributing to operational excellence and adhering to compliance and security procedures.
- Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Champion a high-performance environment and contribute to an inclusive work environment.

Qualifications:

- 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.
- Prior experience leading virtual advice discussions and assisting customers in navigating virtual meetings (considered an asset).
- Highly organized with strong attention to detail.
- Effective written and verbal communication skills.

Working Conditions:
Works in an office setting. The Virtual Mortgage Specialist team will operate under extended hours when branches in varying time zones are assigned or on-boarded to this channel. Hours of operation are Monday to Friday 8am - 8pm EST; the incumbent will be scheduled within these times.

What we're offering…

- The opportunity to join a forward-thinking organization surrounded by a collaborative team of innovative thinkers.
- A competitive compensation and benefits package.
- An organization committed to making a difference in our communities– for you and our customers.
- Recognition and reward for high performance, supported by leadership through meaningful development conversations.
- Clear, transparent criteria to progress in your career.

Location(s): Canada : Ontario : Scarborough

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, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation during the recruitment and selection process, please let our Recruitment team know. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

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