Mortgage Retention Specialist

CIBC; Alberta; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

CIBC recherche un spécialiste des renouvellements hypothécaires pour rejoindre son équipe. Dans ce rôle, vous serez le point de contact principal pour les demandes hypothécaires des clients, en vous concentrant sur l'engagement client et la vente de produits CIBC pour répondre à l'analyse des besoins financiers.

Qualifications

• Passionné par le service à la clientèle.
• Capacité à analyser les besoins financiers.
• Connaissance des produits hypothécaires de CIBC.

Responsibilities

• Agir comme point de contact unique pour les demandes hypothécaires des clients.
• Analyser et répondre aux demandes d'informations sur les prêts hypothécaires.
• Identifier les besoins financiers additionnels des clients et promouvoir les produits bancaires de CIBC.

Skills

Client Engagement

Problem Solving

Product Knowledge

Relationship Building

Job description

What You'll Be Doing

You’ll work in the Mortgage Contact Centre team. As a Mortgage Renewals Specialist, you’ll be a single point of access through which clients are able to conduct the majority of their routine mortgage inquiries. You’ll focus on answering client inquiries that require routine analysis and the application of mortgage procedures, policies and principles.

How You’ll Succeed

Client Engagement – Focus on client experience and connect on a personal level to make every interaction meaningful. Analyze the customer’s financial needs holistically and in addressing the initial mortgage request, identify additional financial needs of the customer through opportunities to cross sell additional CIBC banking products. Provide customers with detailed and factual explanations of recommended actions, and ensure the client has a full understanding of the issues.

Problem Solving - Listen, ask questions, and put yourself in the client’s shoes. Act like an owner by taking accountability for client issues, and know when to lean on others to find the right solutions and provide client satisfaction. Ensure that the solutions offered meet customers’ needs and comply with CIBC policies and regulatory requirements, follow scripts and provide accurate information in a timely manner

Product Knowledge – Understand CIBC’s mortgage products and use your knowledge to connect clients with the right product. Maintain knowledge of new products, policies, procedures, external trends and developments with issues pertaining to mortgages (i.e. Competitors' actions and legislation changes) in order to meet client needs. Identify “at risk” mortgage business and make every effort to retain clients with CIBC by referring customers to the CIBC Retention Team.

Relationship Building - Collaborate with others to ensure clients are connected to the right people and opportunities. Analyze the task at hand and make informed decisions to find the most appropriate solution available from a variety of options, taking into consideration the situational factors and existing procedures and policies and consult with internal business partners of related departments regarding their operations to trouble-shoot delays or problems.

Who You Are

You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it’s the right thing to do.

You love to learn. You’re passionate about growing your knowledge, and you know that there is no limit to what you can achieve.

You’re driven to succeed. You are motivated by accomplishing your goals and delivering your best to make an impact.

You’re passionate about people. You find meaning in relationships, and surround yourself with a diverse network of partners. You build trust through respect and authenticity.

You engage with your heart and mind. You care about people and you understand different perspectives. You listen and learn from the experience of others.

Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

Permanent

37.5