About the Role
This position involves working directly with existing mortgage customers to assess their financial needs, address concerns, and offer customized retention strategies to support long-term relationships.
Responsibilities
- Contact mortgage clients approaching renewal periods to discuss available options
- Evaluate client financial situations and recommend suitable mortgage products
- Negotiate competitive rates and terms to retain customer accounts
- Maintain accurate records of client interactions and outcomes
- Collaborate with internal teams to resolve client inquiries promptly
- Identify at-risk accounts and implement retention tactics
- Explain mortgage terms, conditions, and renewal details clearly
- Follow established protocols for customer communication and data privacy
- Meet performance targets related to retention and customer satisfaction
- Stay current on mortgage products, rates, and market trends
- Use CRM tools to manage client portfolios and track follow-ups
- Escalate complex cases to senior advisors when necessary
- Ensure compliance with regulatory and internal policy requirements
- Participate in team meetings and training sessions
- Provide feedback on customer trends and retention challenges
- Support the development of retention campaigns and outreach materials
- Respond to client questions via phone and email in a timely manner
- Maintain a client-focused approach in all interactions
- Monitor portfolio performance and renewal pipelines
- Adapt communication style to suit diverse client needs
Compensation
Competitive salary and benefits package commensurate with experience
Work Arrangement
Hybrid work model with a combination of remote and office-based work
Team
Part of the customer retention division within the mortgage services unit
Why Join Us
- Opportunity to work in a stable financial services environment with a focus on professional growth
- Access to learning programs and career development resources
- Inclusive culture that values diverse perspectives and innovation
- Supportive team environment with collaborative leadership
What to Expect
- Daily interaction with clients via phone and digital channels
- Performance tracking based on retention metrics and customer feedback
- Regular coaching and performance reviews
- Occasional schedule adjustments to accommodate business hours
Not available for this position
