Mortgage Retention Specialist
Core
Proactively provides expert advice on mortgage renewal/financing needs, products and solutions to retain and expand share of wallet for customers.
Role type
Mortgage Retention Specialist
Builds
Customer retention and expanded financing share of wallet
Domain
Retail Banking / Mortgage Lending
Deliverable
client delivery
Required skills
Mortgage renewal expertise, Home financing options, Contact centre operational processes, Call centre technology, Verbal & written communication, Organization, Analytical and problem solving
Preferred skills
2-3 years relevant experience, Certification in related field, Knowledge of competitive marketplace and trends, Knowledge of personal banking and lending products
Technologies
Call centre technology
Responsibilities
Drive sales process for inbound and outbound customer contacts upon mortgage renewal, Negotiate home financing pricing, Probe to understand customer needs related to mortgage renewal and investment options, Handle customer contacts in an informed and professional manner, Collaborate with internal and external stakeholders, Escalate complex or unresolved customer situations, Perform required documentation to ensure accurate processing, Maintain confidentiality of customer and Bank information, Adhere to regulatory and compliance requirements including Anti-Money Laundering and Privacy Act provisions, Take measured risks while protecting the bank using Risk Management Framework
