Virtual Mortgage Retention Specialist - Bilingual (FR/EN)

Scotiabank; Golden Horseshoe; On-site; CAD 50,000 - 80,000; Full time

Job summary

Join a purpose-driven, results-oriented team as a Bilingual Virtual Mortgage Specialist. In this role, you'll leverage your expertise in residential mortgage products to deepen relationships with customers while providing tailored financial strategies. You'll work remotely, supporting multiple branches across Canada, ensuring high service standards and compliance. This forward-thinking organization offers competitive compensation, benefits, and opportunities for growth in an inclusive environment. If you're passionate about helping clients achieve their financial goals, this is the perfect opportunity for you.

Benefits

Competitive compensation

Benefits

Opportunities for recognition and growth

Qualifications

• Strong knowledge of mortgage products and policies.
• Experience in customer-facing roles within finance.

Responsibilities

• Proactively contact mortgage renewal customers to provide expert advice.
• Assess customer financial needs and present retention offers.

Skills

Residential mortgage products knowledge

Customer service experience

Communication skills

Organizational skills

Education

Post-secondary degree in business or finance

Tools

Microsoft Teams

Salesforce

E-Signature tools

Job description

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Requisition ID: 224602

Join a purpose-driven, results-oriented team within an inclusive, high-performing culture.

Bilingual Virtual Mortgage Specialist (FR/EN) – Scarborough or Mississauga Contact Centre

The Virtual Mortgage Specialist, leading with a financial planning approach, is responsible for retaining, servicing, and deepening relationships with mortgage renewal customers by offering comprehensive financial strategies and solutions tailored to their immediate and future needs.

The primary role involves remotely supporting multiple branches across Canada to achieve mortgage renewal and retention goals through proactive customer engagement.

Working Conditions:

Location: Scarborough or Mississauga Contact Centre, working in an office setting. The team operates extended hours to accommodate different time zones, Monday to Friday, 8 am - 8 pm EST, with scheduling within these hours.

Is this role right for you? In this role, you will:

• Proactively contact mortgage renewal customers to provide expert advice and solutions, aiming to retain and deepen relationships.
• Assess customer financial needs, present retention offers, negotiate rates, and make recommendations to secure renewals.
• Identify opportunities to expand relationships by understanding customer goals and recommending suitable financial solutions.
• Meet weekly targets for customer contacts and mortgage retention efforts.
• Refer customers to specialists like Financial Advisors or Wealth Partners when appropriate.
• Execute the Customer Experience Model effectively, ensuring high service standards.
• Handle customer concerns, escalate issues as needed, and adhere to compliance and security procedures.
• Contribute to operational excellence, maintain regulatory compliance, and uphold risk management standards.
• Promote a high-performance, inclusive work environment.

Skills and Qualifications:

• Strong knowledge of residential mortgage products and policies.
• Experience in customer-facing roles within finance or related fields.
• Post-secondary degree in business, finance, or related discipline (asset).
• Proficiency with Microsoft Teams, Salesforce, and E-Signature tools.
• Experience leading virtual advice sessions (asset).
• Highly organized with excellent communication skills.

What We Offer:

• The chance to join a forward-thinking, collaborative organization.
• Competitive compensation and benefits.
• Opportunities for recognition, growth, and internal development.

Locations: Canada, Ontario, Scarborough.

At Scotiabank, we value diversity and are committed to an inclusive environment. Accommodations are available during the recruitment process. Please apply directly online; only shortlisted candidates will be contacted.