Virtual Mortgage Retention Specialist

Requisition ID: 245589

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Virtual Mortgage Retention Specialist - Scarborough Contact Center

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.

**Working Conditions**:
**Fully in-person at the Scarborough Contact Centre in an office setting. The Virtual Mortgage Specialist in this role will operate under extended hours, supporting branches in one of our six regions.** Hours of operation are Monday to Friday 8:00am to 8:00pm EST; the incumbent will be scheduled shifts within these times.**

**Is this role right for you? In this role, you will**:

- Through proactive customer contact, 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.
- Primary focus of proactively establishing contact with mortgage renewal customer and retain the mortgage business.
- Through a proactive mortgage retention process, 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.
- Through effective preparation and discovery, identify and act on opportunities to deepen the relationship with additional, relevant financial solutions.
- Deepen and grow relationships and business by:

- Understanding customer’s financial goals and preferences, analyzing their needs, and recommending the appropriate strategies and solutions to help them achieve their goals.
- Planning and executing on weekly measurable targets including proactive customer contacts, and effective mortgage retention.
- Identifying referral opportunities in response to changes in needs/preferences and where necessary, referring and collaborating with key partners, such as Financial Advisor Investment and Retirement Specialists, Small Business Advisors or the appropriate Global Wealth partners.
- 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
- Delivering on the diverse advice expectations of our customers.
- Escalating and tracking customer concerns and complaints as required
- 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
- Ensuring strict adherence to Bank security procedures, including retail lending policies and processes, assigned authorities and limits
- Escalating fraudulent activities, unusual occurrences, issues/deficiencies/trends to your direct supervisor and/or Branch Manager and/or AML and/or Branch Compliance Officer or Alternate (BCO/ABCO) and/or Chief Compliance Officers and/or applicable Shared Services Department as appropriate
- Adhering to custody and security procedures at all times
- Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Adhering to compliance with regulatory activities and guidelines as part of the sales process, including Privacy, Anti-Money Laundering(AML)/Anti-Terrorist Financing, Financial Consumer Agency of Canada(FCAC), Know Your Customer(KYC), Canadian Deposit Insurance Corporation(CDIC), regulations and policies and Guidelines for Business Conduct.
- Champions a high-performance environment and contributes to an inclusive work environment.

**Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have**:

- 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

**What we’re offering**
- The opportunity