Mortgage Retention Professional

4 weeks ago

Mississauga, Ontario, Canada Community Trust Full time

About the Role

The Mortgage Retention Specialist is a key member of our team, responsible for managing and completing all aspects of residential mortgage retention and reducing payouts for Ontario and Western Canada.

Key Responsibilities

  • Manage, compile and organize application information for direct customer mortgage loans in accordance with policy and procedures to create a complete package for credit approval.
  • Be responsible for maintaining key relationships and providing best in class service to all internal and external customers, 3rd parties, brokers, solicitors, investors and partners.
  • Be responsible for assisting with the completion of residential mortgage retention activities negotiating interest rates with borrowers, maximizing revenue opportunities and successfully contributing to the overall retention targets.
  • Contact customers in response to payout requests in an attempt to retain the mortgage.
  • Conduct regular follow-ups with mortgage customers to collect outstanding documentation needed to satisfy the requirements as stipulated in the commitment.
  • Issue mortgage commitments for direct customer loans with appropriate conditions and follow up for sign back.
  • Instruct files to FCT and work together with Residential Funding to ensure timely closings.
  • Be responsible for responding to inquiries in a timely manner, actively contacting existing customers, to build relationships, promote longer terms and identify cross selling opportunities.
  • Maintain up to date knowledge of competitors and market conditions.
  • Identify and recommend process improvement initiatives and opportunities.
  • Be responsible for testing and assessing new enhancements.
  • Prepare timely reports for review.
  • Ensure accurate record keeping – both electronic and paper based and ensure that all records are stored and retained to meet Company standards.
  • Follow AML procedures on all files with an emphasis on "Know Your Client" rules.
  • Proactively identify actual and potential violations of AML regulatory requirements, internal policies and procedures or other AML/ATF risk situations at an early stage. Conducts appropriate inquiries and investigations in relation to any such situation and ensures that corrective actions and/or risk mitigation actions are implemented in a timely manner or escalated appropriately.
  • Adhere to compliance and operational risk controls in accordance with company's policies and procedures.

Requirements

  • Minimum of 2 years' experience in customer service within the mortgage industry.
  • Post-Secondary Education.
  • Demonstrate strong, sound negotiation and sales skills.
  • Demonstrate interpersonal and relationship building skills.
  • Demonstrate effective organizational and time management skills.
  • Solid written and verbal business communication skills.
  • Working knowledge of Google Workspace.
  • Sound analytical thinking, planning, prioritization, and execution skills.
  • Detail oriented with an acute attention to accuracy.
  • Capable of handling multiple tasks and meeting stringent deadlines.
  • Tactful, diplomatic and politely persistent.
  • Results oriented.
  • Self-motivated, confident and capable of working both independently and in a team environment.
  • Bring a positive, can-do attitude to our organization, using creative solutions to solve problems.
  • Establish and build on healthy working relationships with your team and peers.
  • Work well in a dynamic and fast paced environment with the ability to navigate through organizational change.

Preferred Qualifications

  • Experience with residential retention or underwriting.
  • Experience across various areas of residential mortgage administration and/or servicing.

Work Environment

Shifts are scheduled between 8:00 a.m. and 8:00 p.m. EST, Monday-Friday.

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