Bilingual 9 - 8 - 8 Hub Supervisor supporting responders for Canada’s national suicide crisis helpline. Providing real - time coaching, quality assurance, and trainee supervision remotely.
About the role
- Bilingual Renewals Advisor in a fintech company establishing customer relationships for residential mortgage renewals. Responsible for customer retention and best-in-class service delivery in a hybrid role.
Responsibilities
- Proactively establish and maintain contact with customers for the assigned portfolio of mortgages, positively representing the Bank through the renewal process with a strong emphasis on superior customer service, ultimately with the goal of retaining them as Equitable Bank customers.
- Negotiate all types of renewals as assigned (early, term, conversions, extensions) within a predetermined pricing range, attempting to offer the customer the best product while maximizing the Bank’s profit, while adhering to the underwriting criteria, timelines, and other policies and procedures.
- Assess customers on an individual basis, making knowledgeable recommendations that are best suited to address their needs whilst maintaining and upholding the Bank’s interest. This includes monitoring mortgages that no longer meet Equitable Bank’s risk assessment standards, working with these customers and/or third parties (brokers/lawyers) to ensure that they can transition in an efficient and timely manner.
- Be self-directed and organized, able to balance and upkeep the day-to-day maintenance of the assigned portfolio. This includes adhering to contact and processing timeline expectations.
- Prepare loan renewal documents for customers, processing said documents once signed and returned.
- Ensure all procedural and compliance requirements are met to minimize the Bank’s exposure to risk and that all documents meet legal requirements and are electronically stored correctly for future reference.
- Ensure all actions to the account are accurately and consistently documented.
- Ensure the account has met all Anti-Money Laundering and Anti-Terrorist Financing requirements as stipulated by procedures to minimize the Bank’s exposure to risk.
- Work Shift: 12pm to 8pm (EST)
Requirements
- Completed post-secondary program in a related discipline and/or 2-3 years of experience in a related field.
- Bilingual (English and French).
- Superior interpersonal and communication skills, both written and verbal.
- Strong decision making and problem-solving abilities.
- Ability to perform under pressure; self-motivated to meet tight deadlines.
- Basic mathematical skills.
- Exemplary analytical abilities.
- Strong customer service and negotiation skills.
- Computer literate (MS Outlook, MS Word, MS Excel).
- Results/goal achievement oriented.
- Ability to seamlessly balance multiple priorities simultaneously; organized multitasking.
- Agility; being able to adapt to fluctuating portfolio volumes and retention strategies.
- Working knowledge of residential mortgages and processes, and thorough understanding of products offered by Equitable.
- A general understanding of current mortgage market trends.
- Team oriented, showing a willingness and ability to harmoniously work alongside other Equitable Bank employees to better serve customers.
Benefits
- Competitive discretionary bonus
- Market leading RRSP match program
- Medical, dental, vision, life, and disability benefits
- Employee Share Purchase Plan
- Maternity/Parental top-up while you care for your little one
- Generous vacation policy and personal days
- Virtual events to connect with your fellow colleagues
- Professional development and comprehensive Career Development program
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