Virtual Mortgage Retention Specialist

Job description

Accountabilities: Manage inbound and outbound customer interactions related to mortgage renewals, financing needs, and home lending solutions. Conduct consultative conversations to understand customers’ financial goals and recommend appropriate mortgage, investment, and financing options. Drive the mortgage renewal and sales process, incorporating relevant marketing promotions and programs into customer conversations. Negotiate home financing pricing while balancing customer satisfaction, profitability, and established guidelines. Process customer transactions accurately or refer requests to the appropriate internal teams. Identify opportunities to expand customer relationships and make relevant referrals to other business groups. Research and investigate lending applications in accordance with established procedures when required. Handle customer inquiries professionally and efficiently, escalating complex or unresolved situations when appropriate. Maintain accurate documentation and ensure customer requests are processed correctly and securely. Collaborate with internal and external stakeholders to support customer outcomes and broader business objectives. Maintain confidentiality of customer and financial information and comply with applicable regulatory, privacy, anti-money-laundering, and consumer-protection requirements. Stay current on personal banking and lending products, competitive offerings, market trends, and relevant industry practices. Apply sound risk judgment when making decisions, following established risk management frameworks, policies, procedures, and regulatory requirements. Requirements: 2–3 years of relevant experience and/or certification in a related field is preferred, although equivalent combinations of education and experience may also be considered. Knowledge of personal lending, mortgage, and home financing products. Understanding of competitive market conditions and trends in financial product offerings. Familiarity with contact center operations, processes, policies, technology, and performance metrics. Strong verbal and written communication skills, with the ability to explain financial products and solutions clearly. Good organizational skills and the ability to manage multiple customer requests and priorities effectively. Strong collaboration and teamwork skills when working with customers, colleagues, managers, and other business groups. Good analytical and problem-solving abilities, including the capacity to assess issues and determine appropriate next steps. Ability to work independently within established guidelines while exercising sound judgment when handling complex situations. Fluency in both French and English is required, as the role supports customers and team members inside and outside Quebec. Strong customer-service and consultative sales mindset, with the ability to build trust and identify appropriate financial solutions. Comfort working in a virtual environment and using digital communication and contact-center tools. Benefits: Salary: CAD $36,600–$67,500 per year, with compensation varying according to location, skills, experience, education, and qualifications. Potential performance-based incentives, discretionary bonuses, commissions, and other rewards depending on the position and compensation structure. Health insurance and other wellness-related coverage. Tuition reimbursement to support continued learning and professional development. Accident and life insurance coverage. Retirement savings plans. Training, coaching, and ongoing professional development opportunities. Support from managers and opportunities to build professional networks and broaden your skill set. Virtual/remote work opportunities, with the role offered across multiple Canadian locations. An inclusive, equitable, and accessible workplace with accommodations available throughout the recruitment process. Opportunity to develop expertise in mortgage lending, personal banking, customer retention, and financial services. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Virtual Mortgage Retention Specialist based in Canada. This role is focused on helping existing customers make informed decisions about mortgage renewals and financing options through a primarily virtual customer experience. You will manage inbound and outbound conversations, identify customer needs, and recommend solutions that balance customer value with business objectives. The position combines consultative sales, mortgage expertise, customer service, and relationship management. You will work across multiple channels while collaborating with internal teams to resolve complex requests and identify broader financial opportunities. Strong judgment, regulatory awareness, and attention to detail are essential when handling sensitive financial information. This is an opportunity to contribute directly to customer retention and long-term relationship growth within a collaborative banking environment.