Mortgage Retention and Sales, Bilingual: French, English

This is a fully remote position, open to applicants in Canada.

📋 Description

• Proactively offers expert guidance on mortgage renewal and financing requirements, products, and solutions to enhance and maintain customer loyalty.

• Executes sales and service operations for customers by adhering to established procedures.

• Identifies opportunities and refers customers to other business segments.

• Utilizes various channels according to market demands to provide an exceptional customer experience and meet overall business goals.

• Leads the sales process for both inbound and outbound customer interactions during mortgage renewals.

• Incorporates marketing promotions and initiatives into customer discussions when relevant.

• Oversees all transactional outcomes from customer interactions or directs them to the appropriate teams.

• Negotiates home financing rates to ensure customers feel appreciated while facilitating profitable transactions.

• Assesses customer needs concerning mortgage renewal, investments, and financing alternatives; offers advice that aligns with the customer's best interests.

• Manages customer interactions in a knowledgeable, professional, and efficient manner.

• Collaborates with both internal and external partners to achieve business objectives.

• Escalates complex or unresolved customer issues to management as necessary.

• Completes any required documentation to ensure customer requests are processed accurately.

• May conduct research and assessment of lending applications, adhering to established protocols.

• Maintains the confidentiality of both customer and Bank information.

• Complies with regulatory and compliance obligations, including Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) consumer provisions, and Privacy Act regulations.

• Handles complex and varied tasks within defined rules and limits, which may include managing escalations from other staff.

• Evaluates issues and determines appropriate next steps.

⛳️ Requirements

• Between 2 to 3 years of relevant experience and/or certification in a related field of study, or an equivalent combination of education and experience.

• Understanding of personal lending and home financing products.

• Awareness of competitive market dynamics and trends in product offerings.

• Familiarity with contact center operational processes and policies.

• Knowledge of call center technology, processes, and performance metrics.

• Proficient in both French and English.

🏝️ Benefits

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.