CMLS Financial

Bilingual Renewal and Retention

CMLS Financial

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇨🇦 Canada

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Job Level

Mid-LevelSenior

Tech Stack

TypeScript

About the role

  • Handle inbound calls and emails from clients, mortgage brokers and consultants inquiring about early renewals, transfers, maturing loans, payout requests and refinances.
  • Support all mortgage retention activities.
  • Manage early renewal requests, convert client payout inquiries into sales, and process consolidation and term-extension transactions.
  • Conduct regular follow-ups with clients, mortgage brokers and advisors on maturing mortgage loans.
  • Negotiate renewals based on predetermined renewal rates and present clients with the best product options.
  • Assess client needs and recommend appropriate solutions tailored to those needs.
  • Direct referrals for new business opportunities to the network of mortgage advisors.
  • Ensure documentation is complete and all compliance requirements are met, and that service level agreements and timely communications are upheld.
  • Collaborate with post-sale teams and other nesto business units.
  • Escalate complex or unresolved client retention issues to the manager as needed.
  • Comply with regulatory and compliance requirements, including AML and counter-terrorist financing reporting obligations.
  • Deliver exceptional customer service throughout the retention process.

Requirements

  • Minimum of 3 years’ experience in a retention or customer service role within the mortgage, financial services or banking sector.
  • Hold a valid mortgage broker license in one or more Canadian provinces (or be willing to obtain one within three (3) months).
  • Excellent written and verbal communication skills in English and French (French is an asset).
  • Strong negotiation and sales skills.
  • Excellent analytical, decision-making and problem-solving abilities.
  • Attention to detail, accuracy and ability to meet deadlines.
  • Able to work independently and as part of a team.
  • Results-driven mindset.
  • Comfortable using multiple computer platforms simultaneously.
  • Practical knowledge of Google Workspace.
  • Strong understanding of mortgage lending and mortgage servicing (asset).
Benefits
  • Take advantage of nesto’s employee mortgage program offering exclusive, preferential rates.
  • Benefit from a generous time-off policy, including 4 weeks of vacation per year.
  • Receive a top-tier benefits package 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.
  • Travel while working is possible through our temporary international work program.
  • Enjoy the flexibility of a hybrid work model.
  • Our beautiful, dog-friendly offices are located in 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 retentionnegotiationsalesanalytical skillsdecision-makingproblem-solvingattention to detailmortgage lendingmortgage servicing
Soft skills
customer servicewritten communicationverbal communicationteamworkresults-driven mindset
Certifications
mortgage broker license