CMLS Financial

Bilingual Renewal Customer Service

CMLS Financial

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇨🇦 Canada

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Job Level

Mid-LevelSenior

Tech Stack

Flux

About the role

  • Generate and send renewal documents to borrowers accurately and within established deadlines.
  • Process renewal confirmations, updated forms, and documents with strong attention to detail.
  • Follow up with borrowers regarding outstanding conditions and missing documentation via phone and email.
  • Maintain clear, complete, and up-to-date service records for all renewal files.
  • Respond to incoming borrower inquiries with professionalism, clarity, and empathy.
  • Make outbound calls to follow up on renewals, answer questions, collect missing documentation, and guide clients through next steps.
  • Manage high-volume workloads while meeting service levels and processing deadlines.
  • Demonstrate excellent listening skills to understand borrower concerns, gather required information, and resolve issues effectively.
  • Provide consistent, courteous, and accurate service while promoting a positive customer experience.
  • Collaborate with internal teams to ensure smooth handling of complex situations or escalations.
  • Accurately record financial transactions in accordance with established parameters.
  • Track and manage renewal tasks in internal systems to ensure nothing is overlooked.
  • Keep documentation, templates, and process guides up to date on SharePoint.
  • Support the team’s workflow by identifying data gaps, inconsistencies, or system issues and escalating them as needed.
  • Identify bottlenecks or inefficiencies in service processes and propose practical, creative solutions.
  • Participate in special projects, pilots, and improvement initiatives within the service team.
  • Share observations about recurring customer issues or operational challenges to improve the renewal experience.
  • Contribute to building an efficient, consistent, and customer-focused service culture.
  • Work closely with renewal specialists, retention teams, and service operations to ensure smooth transitions and accurate information.
  • Support colleagues during peak periods by helping manage call queues, task lists, and renewal follow-ups.

Requirements

  • Proactive, solution-oriented, detail-focused individual with a strong desire to improve the customer experience.
  • Experience in mortgage administration, customer service, or financial operations.
  • Comfortable with a high volume of inbound and outbound calls, emails, and client follow-ups.
  • Excellent customer service skills, with the ability to build trust, explain renewal processes clearly, and defuse sensitive situations.
  • Highly organized, able to manage multiple priorities in a dynamic, deadline-driven environment.
  • Independent, proactive, and comfortable taking initiative without constant supervision.
  • Proficient in Microsoft Office (particularly Excel) and comfortable with renewal systems, documentation, and service queues.
  • Excellent verbal and written communication skills — clear, professional, and effective.
  • Bilingual (English and French): an asset.
Benefits
  • Take advantage of nesto’s mortgage program that offers employees exclusive, preferential rates.
  • Benefit from a generous time-off policy, including 4 weeks of vacation per year.
  • Receive a top-tier benefits plan fully paid by nesto, including comprehensive insurance and unlimited access to telemedicine and mental health services for you and your family from day one.
  • Access an annual health and wellness budget.
  • Temporary international work travel is possible through our international work program.
  • Enjoy the flexibility of a hybrid work model.
  • Our beautiful, dog-friendly offices are located downtown Montreal (Peel station).

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
mortgage administrationcustomer servicefinancial operationsdocument processingdata managementfinancial transaction recordingservice level managementproblem resolutionprocess improvement
Soft skills
attention to detailproactivesolution-orientedexcellent listening skillsorganizational skillsindependentinitiativecommunication skillsempathycustomer-focused