Virtual Mortgage Retention Specialist

• Manage inbound and outbound customer interactions related to mortgage renewals, financing needs, and home lending solutions.
• Conduct consultative conversations to understand customers’ financial goals and recommend appropriate mortgage, investment, and financing options.
• Drive the mortgage renewal and sales process, incorporating relevant marketing promotions and programs into customer conversations.
• Negotiate home financing pricing while balancing customer satisfaction, profitability, and established guidelines.
• Process customer transactions accurately or refer requests to the appropriate internal teams.
• Identify opportunities to expand customer relationships and make relevant referrals to other business groups.
• Research and investigate lending applications in accordance with established procedures when required.
• Handle customer inquiries professionally and efficiently, escalating complex or unresolved situations when appropriate.
• Maintain accurate documentation and ensure customer requests are processed correctly and securely.
• Collaborate with internal and external stakeholders to support customer outcomes and broader business objectives.
• Maintain confidentiality of customer and financial information and comply with applicable regulatory, privacy, anti-money-laundering, and consumer-protection requirements.
• Stay current on personal banking and lending products, competitive offerings, market trends, and relevant industry practices.
• Apply sound risk judgment when making decisions, following established risk management frameworks, policies, procedures, and regulatory requirements.

Requirements:

• 2–3 years of relevant experience and/or certification in a related field is preferred, although equivalent combinations of education and experience may also be considered.
• Knowledge of personal lending, mortgage, and home financing products.
• Understanding of competitive market conditions and trends in financial product offerings.
• Familiarity with contact center operations, processes, policies, technology, and performance metrics.
• Strong verbal and written communication skills, with the ability to explain financial products and solutions clearly.
• Good organizational skills and the ability to manage multiple customer requests and priorities effectively.
• Strong collaboration and teamwork skills when working with customers, colleagues, managers, and other business groups.
• Good analytical and problem-solving abilities, including the capacity to assess issues and determine appropriate next steps.
• Ability to work independently within established guidelines while exercising sound judgment when handling complex situations.
• Fluency in both French and English is required, as the role supports customers and team members inside and outside Quebec.
• Strong customer-service and consultative sales mindset, with the ability to build trust and identify appropriate financial solutions.
• Comfort working in a virtual environment and using digital communication and contact-center tools.

Benefits:

• Salary: CAD $36,600–$67,500 per year, with compensation varying according to location, skills, experience, education, and qualifications.
• Potential performance-based incentives, discretionary bonuses, commissions, and other rewards depending on the position and compensation structure.
• Health insurance and other wellness-related coverage.
• Tuition reimbursement to support continued learning and professional development.
• Accident and life insurance coverage.
• Retirement savings plans.
• Training, coaching, and ongoing professional development opportunities.
• Support from managers and opportunities to build professional networks and broaden your skill set.
• Virtual/remote work opportunities, with the role offered across multiple Canadian locations.
• An inclusive, equitable, and accessible workplace with accommodations available throughout the recruitment process.
• Opportunity to develop expertise in mortgage lending, personal banking, customer retention, and financial services.