Bilingual Virtual Mortgage Retention, French, English

Role Overview

• Proactively provides expert advice on mortgage renewal/financing needs, products and solutions to retain and expand share of wallet.
• Fulfills sales and service activities for customers by following approved procedures.
• Identifies and makes referrals to other business groups.
• Works through various channels based on the market needs to deliver the desired customer experience and achieve overall business objectives.
• Drives the sales process for inbound and outbound customer contacts upon mortgage renewal, through in-depth home financing options.
• Integrates marketing promotions and programs into customer conversations, where appropriate.
• Manages all transactional outcomes of customer contacts or refers to appropriate groups.
• Negotiates home financing pricing ensuring customers feel valued at the same time as profitable transactions.
• Probes to understand customer needs related to mortgage renewal, investment and financing options; provides advice in the best interests of the customer.
• Handles customer contacts in an informed, professional, and efficient manner.
• Collaborates with internal and external stakeholders in order to deliver on business objectives.
• Escalates complex or unresolved customer situations to managers as required.
• Performs any required documentation to ensure customer’s requests are accurately processed.
• May research and investigate lending applications, following established processes.
• Maintains the confidentiality of customer and Bank information.
• Adheres to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) consumer provision requirements and Privacy Act provisions.
• Maintains current knowledge of personal banking and lending products, practices, and trends and integrates into customer conversations in a professional manner.
• Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
• Analyzes issues and determines next steps.

Requirements

• Between 2
• 3 years of relevant experience and/or certification in related field of study
• Knowledge of personal lending and home financing products
• Knowledge of competitive marketplace and trends in product offerings
• Knowledge of contact centre operational processes and policies
• Knowledge of call centre technology, processes and metrics
• Verbal & written communication skills
• Good in both French and English
• Organization skills
• Good
• Collaboration & team skills
• Good
• Analytical and problem solving skills
• Good

Benefits

• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans