Virtual Mortgage Retention Specialist

Accountabilities:

• • 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.