Senior Specialist, Client Relations

Canada Mortgage and Housing Corporation (CMHC) Société canadienne d'hypothèques et de logement(SCHL); Calgary; Hybrid; CAD 104,000 - 130,000; Full time

Benefits offered by this job

Hybrid work arrangement

Professional development

Job summary

Canada Mortgage and Housing Corporation (CMHC) seeks a Senior Specialist, Client Relations to leverage extensive HO MLI policy knowledge and lender operations expertise. You will enable regional teams and align national plans with corporate priorities, delivering strategic recommendations and coordinated client-focused programs.

This 18-month temporary role emphasizes collaboration across internal partners and strong advisory support to national and regional teams to optimize lender

Qualifications

• Bachelor degree or equivalent in real estate, business, finance, economics, or commerce.
• 7+ years in client relationships and operations.
• Strong HO MLI policy/product knowledge and lender origination understanding.
• Strategic thinking with the ability to synthesize insights into actionable advice.
• Bilingual in English and French with high communication skills.
• Ability to influence, negotiate and communicate across teams.

Responsibilities

• Support the National Key Account Manager in developing lender strategic plans and cascading them into regional plans.
• Synthesize lender insights and market trends into actionable recommendations.
• Provide guidance on HO MLI policies and operational requirements.
• Coordinate with lender head office and regional teams on origination and insurance workflows.
• Lead planning, business reviews and timeline tracking with teams; escalate risks as needed.
• Liaise with internal partners to align initiatives and ensure consistent service delivery.
• Develop communications, briefing materials, tools and training for teams.

Skills

Strategic thinking

Analytical skills

Communication skills

Relationship building

Coaching & advisory

Education

Bachelor's degree in real estate/finance/related field

Tools

CRM (Dynamics 365)

Job description

Salary: Our salaries generally range from $ 104180.28 to $ 130225.36 and are based on qualifications and experience.

About CMHC

The work you do and the work we do together matters. We come to work every day with a common purpose: to contribute to a well-functioning housing system.

At CMHC, we hold ourselves accountable for our results and support our colleagues in their achievements. We thrive on collaboration, connecting across CMHC and involving the right people to get our work done. Our leadership style is guided by trust, where our leaders favour an adaptive approach based on the needs of their teams.

Join us and be part of a team that's committed to making a real difference and be part of something meaningful.

Our commitment to diversity, equity, and inclusion

We're committed to advancing employment equity and fostering an inclusive workplace. To reflect the diversity of Canada’s population, we encourage applications from women, Indigenous Peoples, persons with disabilities, 2SLGBTQI+ individuals, veterans, and racialized peoples. We also welcome applications from all individuals eligible to work in Canada.

We are also committed to advancing reconciliation with Indigenous Peoples and supporting the meaningful inclusion of First Nations, Inuit, and Métis voices and priorities. While this position is hybrid requiring some in-office presence, a work from home arrangement may be considered for First Nations candidates on reserve or Indigenous candidates that reside further than 125KM from a CMHC office.

Learn more about our commitment to diversity and inclusion

Benefits

We’ve got the purpose, the people and the perks you need for a fulfilling career. Here’s the comprehensive and generous benefits you get when you’re a contract employee:

• Accrued vacation.
• Annual individual performance bonus.
• Group insurance coverage to support your well-being from day one.
• Support towards your personal and professional growth with training, mentorship and more.
• While positions at CMHC require some in-office presence, alternative work arrangements may be considered for Indigenous candidates.

About The Role

Join the Insurance Business Development team, in the Senior Specialist, Client Relations position. In this role, you will draw on your extensive knowledge of homeowner mortgage loan insurance (HO MLI) policy and lender operations to provide strategic thought leadership, advice and enablement to the National Key Account Manager and regional teams. You will support the development, communication and cascade of lender strategic plans into coordinated regional activities, serving as a key liaison with internal partners to align priorities, resolve operational issues and strengthen the client experience.

This is a temporary position with a duration of 18 months.

What You’ll Do

• Support the National Key Account Manager in developing and monitoring lender strategic plans aligned with corporate priorities, client needs and market intelligence, and coordinate their cascade into regional engagement plans, activities and key performance indicators.
• Provide strategic thought leadership by synthesizing lender insights, business performance, client feedback and competitive trends into actionable recommendations that inform account priorities, business development opportunities and the client experience.
• Provide guidance on HO MLI policies, products and operational requirements, working with internal subject-matter experts to support consistent interpretation, address complex inquiries and identify process or program improvements.
• Liaise with lender head office and operational contacts to understand mortgage origination and insurance workflows, identify recurring needs and coordinate solutions that support consistent national practices and effective service delivery.
• Coordinate planning, business reviews and follow-up with the National Key Account Manager and regional teams, clarifying actions, responsibilities and timelines, monitoring progress and escalating risks or barriers to implementation.
• Serve as a liaison with internal policy, underwriting, operations and other business partners to align lender initiatives, resolve complex or sensitive issues and communicate client needs and emerging risks.
• Develop coordinated communications, briefing materials, tools and training that equip the National Key Account Manager and regional teams to communicate lender priorities, implement initiatives and share knowledge consistently.
• Provide coaching and advisory support to national and regional teams, sharing HO MLI expertise and best practices and bringing regional feedback into national planning to strengthen execution and continuous improvement.

What You Should Have

• An undergraduate degree in a field relevant to real estate (e.g., business administration, finance, economics, or commerce), or an equivalent combination of education and experience.
• A minimum of seven (7) years of relevant experience in client relationships and operations.
• Comprehensive knowledge of HO MLI policies, products and operational requirements, and strong understanding of lender mortgage origination, underwriting and insurance processes.
• Strong strategic thinking and analytical skills, with the ability to synthesize client insights, market intelligence, and performance data into practical advice and recommendations.
• Superior written and verbal communication skills in both official languages (English and French), including the ability to influence and negotiate; able to deliver clear, persuasive presentations and gain acceptance of proposals or plans.
• The ability to build effective relationships with lender contacts and internal partners, facilitate cross-functional collaboration, and provide coaching and advisory support to national and regional teams.
• Superior problem-solving skills and sound judgment in resolving complex policy and operational issues and identifying risks requiring escalation.
• Strong planning and coordination skills, with the ability to translate strategic priorities into actionable plans and manage concurrent initiatives in ambiguous, fast-paced environments.

It Would Be Great If You Also Had

• An MBA, PMP, Lean Six Sigma designation, or experience in residential mortgage lending, national account planning or operational improvement initiatives.
• Extensive working knowledge and experience with CRM and Dynamics 365.