Bilingual Mortgage Retention Specialist - Remote

Overview

The Bilingual Mortgage Retention Specialist provides expert advice on mortgage renewal and financing needs, aiming to retain and expand customer relationships while ensuring compliance with regulatory requirements.

In Short

• Proactively advises on mortgage products and solutions.
• Handles inbound and outbound customer contacts related to mortgage renewals.
• Integrates marketing promotions into customer conversations.
• Negotiates home financing pricing to ensure customer satisfaction.
• Collaborates with internal and external stakeholders.
• Maintains knowledge of personal banking and lending products.
• Handles complex customer situations and escalates when necessary.
• Ensures compliance with regulatory requirements.
• Documents customer requests accurately.
• Provides service in both French and English.

Requirements

• Fluency in French and English.
• 2-3 years of relevant experience preferred.
• Knowledge of personal lending and home financing products.
• Strong verbal and written communication skills.
• Good organizational and collaboration skills.
• Analytical and problem-solving abilities.
• Experience with contact center processes.
• Ability to work under established rules and limits.
• Good customer service orientation.
• Familiarity with call center technology and metrics.

Benefits

• Health insurance.
• Tuition reimbursement.
• Accident and life insurance.
• Retirement savings plans.
• Performance-based incentives and discretionary bonuses.
• Opportunities for professional growth and development.
• Inclusive and accessible workplace.
• Supportive tools and resources for career advancement.
• Networking opportunities within the organization.
• Commitment to creating positive change in communities.