CMLS Financial
Published
March 21, 2018
Location
Job Type
Years of Experience Required
2
Licenses / Registrations Required?
Provincial Mortgage Agent Course
Start Date
TBD
Contact Name
Jennifer Banwell

Description

The Mortgage Retention Specialist acts as the key point of contact for borrower retention, and speaks to our customers who are considering options such as renewing, early renewing and paying out their mortgage. The Mortgage Retention Specialist will provide expert knowledge and proactive advice on our range of residential mortgage products, with a focus on understanding client needs and providing exceptional customer service. This position requires that all customer contact be by telephone, email or fax. The Mortgage Retention Specialist is required to act in a timely manner and follow all guidelines set out internally. Initially this will be a salaried role, with the potential for it to move to a base + commission compensation structure. Normal hours of operation are from 8:30 am to 5:00 pm, however, you must be able to exercise flexibility with working hours and can be asked to work later hours when necessary. We require flexibility to work any shift within our call centre hours of operation from 8:30 am to 8:00 pm should scheduling changes occur.
Responsibilities

  • Contact our base of maturing mortgage customers via outbound calls to proactively and positively promote renewing their mortgages
  • Identify and respond to leads pertaining to mid-term liquidations
  • Contact borrowers who have requested a transfer or payout of their mortgage, and who have been identified as initiating a potential trigger event associated with a possible payout in the future
  • Identify customer needs and requirements while focusing on their priorities to ensure they receive the best advice
  • Provide mortgage solutions by employing a thorough knowledge of the range of CMLS Financial products available
  • Use good judgment to appropriately utilize all tools and resources available to retain customers
  • Handle incoming inquiries about early renewals for clients, identify eligible versus ineligible loans and facilitate appropriate renewals
  • Obtain the application, review credit and any required documentation to submit to underwriting for approval
  • Follow up on any outstanding conditions until deal completion
  • Determine penalties and other calculations with complete accuracy
  • Provide feedback to managers regarding customer comments and market intel/analysis to support decision making
  • Effectively manage both maturing and mid-term liquidation mortgage leads and ensure a high level of client retention
  • Maintain thorough and accurate records pertaining to retention efforts
  • Achieve or exceed established retention targets
  • Provide status updates; follow-up for necessary documentation and reporting
  • Complete other mortgage servicing/administration duties as required
  • Assist with special projects as assigned
  • Exercise tact and diplomacy within daily operations; ensure a high level of service excellence at all times

 

We are Canada’s Mortgage Company. Founded in 1974, CMLS Financial is one of Canada’s largest, independently owned mortgage services companies. Over 40 years, 10 000 customers and 10 billion in assets. Business is booming, which means our employees get valuable exposure, new learning opportunities, and can truly have an impact on our business. We are committed to providing our people with a challenging and rewarding career because our employees set us apart and we know it.

 

Meet your team!

Reporting to the National Manager of Retention, Residential Servicing, you will have the support of a growing team of Residential Mortgage Servicing specialists:

“Our retention team is about more than just keeping clients.  To have a direct influence on not only ensuring we maintain our book of business, but also in assisting our clients meet their financial goals and purchase a home for themselves and their families is deeply rewarding.”

“This is a close, energetic team that thrives on helping customers make the right mortgage decisions for them. This blend of service, sales and underwriting makes it an engaging and exciting place to work.”

 

This role is for you if:

  • You have completed an undergraduate degree in one of the following concentrations: finance, business administration, real estate or a related field
  • You have prior Mortgage Servicing experience and 2+ years of Sales experience, preferably within a financial services environment
  • You have successfully completed the Provincial Mortgage Agent Course or willingness to complete the Course immediately upon hire
  • You have intermediate experience using Microsoft Office suite products
  • You have strong customer service skills that help build relationships resulting in high client satisfaction and retention
  • You have excellent communication skills, both written and verbal, and are able to work well independently as well as within a team environment
  • You have strong mathematical skills
  • You demonstrate professionalism, good judgement and integrity in daily operations
  • You have previous brokerage experience

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March 21, 2018