Mortgage Retention Specialist
4 weeks ago
Role Summary
The Virtual Mortgage Retention 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 their immediate and future financial needs.
Key Responsibilities
- Provide expert mortgage knowledge and advice on a full range of customized solutions using a holistic financial planning approach to retain and deepen relationships with an assigned portfolio of mortgage renewal customers.
- Proactively establish contact with mortgage renewal customers and retain the mortgage business.
- Remotely manage assigned renewal leads, 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.
- Deliver exceptional customer experiences by effectively executing the Customer Experience Model (CEM), consistently delivering on the Service Basics and Advice+ Promises in all customer/employee interactions, and delivering on the diverse advice expectations of our customers.
- Minimize the Bank's exposure to risk by contributing to operational excellence and a satisfactory Branch audit, staying current and adhering to all retail lending compliance, regulatory compliance, custody, and Occupational Health & Safety requirements and changes.
Requirements
- Fluently bilingual in French and English languages.
- Strong understanding of residential mortgage product knowledge, including policy and process.
- Experience working with 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 on how to navigate virtual meetings (considered an asset).
- Highly organized with strong attention to detail.
- Effective written and verbal communication skills.
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