CMLS Financial

Bilingual Renewal Customer Service

CMLS Financial

full-time

Posted on:

Location Type: Remote

Location: Canada

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