Mortgage Retention and Sales, Bilingual French/English

Job Description:

  • Provide expert advice on mortgage renewal and financing needs, products, and solutions to retain and expand share of wallet
  • Fulfill sales and service activities for customers by following approved procedures
  • Identify and make referrals to other business groups
  • Drive inbound and outbound mortgage-renewal sales processes through home financing options
  • Integrate applicable marketing promotions and programs into customer conversations
  • Manage transactional outcomes of customer contacts or refer them to appropriate groups
  • Negotiate home financing pricing while balancing customer value and profitable transactions
  • Probe customer needs related to mortgage renewal, investment, and financing options and provide advice in customers' best interests
  • Handle customer contacts in an informed, professional, and efficient manner
  • Collaborate with internal and external stakeholders to deliver business objectives
  • Escalate complex or unresolved customer situations to managers
  • Complete documentation to accurately process customer requests
  • Research and investigate lending applications when required
  • Maintain confidentiality of customer and Bank information
  • Adhere to regulatory and compliance requirements, including AML/ATF, FCAC, and Privacy Act provisions
  • Maintain current knowledge of personal banking and lending products, practices, and trends
  • Complete complex and diverse tasks, handle escalations, analyze issues, and determine next steps

Requirements:

  • 2–3 years of relevant experience and/or certification in a related field of study preferred, not required
  • Knowledge of personal lending and home financing products
  • Knowledge of the competitive marketplace and trends in product offerings
  • Knowledge of contact centre operational processes and policies
  • Knowledge of call centre technology, processes, and metrics
  • Good verbal and written communication skills in French and English
  • Good organizational skills
  • Good collaboration and team skills
  • Good analytical and problem-solving skills
  • Fluency in French and English required to support clients and team members inside and/or outside Quebec
  • Ability to work Monday to Friday from 9am to 8pm and Saturdays from 9am to 6pm on rotation
  • Ability to maintain confidentiality of customer and Bank information
  • Ability to adhere to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing, FCAC consumer provisions, and Privacy Act provisions

Benefits:

  • Health insurance
  • Tuition reimbursement
  • Accident and life insurance
  • Retirement savings plans
  • Performance-based incentives
  • Discretionary bonuses
  • In-depth training and coaching
  • Manager support
  • Network-building opportunities
  • Tools and resources to reach new milestones
  • Accommodations available on request during the selection process
Back to blog

Other Jobs To Apply

No other job posts for this day.

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...