Mortgage Retention Specialist (LCC)

We are currently seeking a Mortgage Retention Specialist to join our team.

The Mortgage Retention Specialist is responsible for proactively outreaching and providing members with information and guidance on the various renewal and lending options available to them. This position understands member needs and provides exceptional credit and lending-related sales and service. The Mortgage Retention Specialist is accountable for achieving specific retention and referral objectives. This role reports to the Director, Mortgage Business Development.

Here's what would be included as a part of your typical day

1. Business Retention: Manages the sales process upon residential mortgage renewal which includes member needs analysis, product suitability selection, rate negotiation, member objection handling, and identification of new sales opportunities. Supports all mortgage retention activities. Examples include managing end to end early renewal requests, transforming a member payout request into a sale, and completing blend and extend transactions. Provides feedback to management to help identify enhancements that can improve overall retention metrics.
2. Member Service: Builds strong relationships with members; identifies member life stage cycle and provides lending advice to members or refers to appropriate advisor; works in partnership with the branch network in providing customized solutions.
3. Goals: Supports achievement of annual team and individual renewal goals and objectives through proactive promotion of FW products and services, participation in renewal campaigns, and actively seeking potential cross-sell and/or referral opportunities during interaction with members or potential members.
4. Support: Performs a variety of administrative duties which may include, but not limited to: administration of renewals, completion of loan applications, conducting credit investigations, assisting with loan interviews, and follow-up phone calls to members, as required. May provide guidance, leadership or training to other employees as required.

This position may be required to work evenings and weekends, on a rotating shift schedule.

Required Skills, Experience & Qualifications

• College or Tech School Diploma (2 years) in related discipline or equivalent combination of education and experience
• Knowledge of personal lending and home financing
• Proven track record achieving or exceeding sales targets in retail lending
• Excellent interpersonal skills with the ability to communicate both verbally and in writing with a wide variety of stakeholders
• Self-directed and highly organized individual.
• Excellent interpersonal skills with the ability to communicate both verbally and in writing with a wide variety of stakeholders
• Self-directed and highly organized individual.
• Displays an understanding of risk and risk ownership by being able to demonstrate adherence to policies and procedures.
• 3 years retail banking experience in a sales/service-focused position, or equivalent required
• Demonstrated ability to recognize needs, identify appropriate products and build strong member relationships
• Language skills other than English would be an asset
• Effective active listening and questioning skills
• College or Tech School Diploma (2 years) in related discipline or equivalent combination of education and experience
• Knowledge of personal lending and home financing
• Proven track record achieving or exceeding sales targets in retail lending
• 3 years retail banking experience in a sales/service-focused position, or equivalent required
• Demonstrated ability to recognize needs, identify appropriate products and build strong member relationships
• Language skills other than English would be an asset
• Displays an understanding of risk and risk ownership by being able to demonstrate adherence to policies and procedures.