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Questrade Financial Group (QFG) , through its companies - Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. We use cutting‑edge technology to help Canadians become much more financially successful and secure.

At QFG, we combine human‑centric collaboration with AI‑driven innovation to redefine financial services. The ideal candidate will be a catalyst for change, using AI to transform and deliver unparalleled customer experiences and shaping a future where AI empowers our teams to do their best work.

Join our diverse, inclusive, and hybrid workplace to unleash your creativity and nurture your curiosity without limits. If you share this sense of infinite possibility, come shape your future at QFG.

What’s in it for you as an employee of QFG?

- Health & wellbeing resources and programs
- Paid vacation, personal, and sick days for work‑life balance
- Competitive compensation and benefits packages
- Work‑life balance in a hybrid environment with at least 3 days in office
- Career growth and development opportunities
- Opportunities to contribute to community causes
- Work with diverse team members in an inclusive and team-oriented environment

We’re looking for our next Bilingual Retention Account Manager. Could It Be You?

Reporting to the Senior Manager, Mortgage Retention, the Retention Account Manager is responsible for managing and completing all aspects of residential retention and reducing payouts internally. This role is responsible for maximizing revenue opportunities and successfully contributing to the overall retention targets in an environment focused on operational and service excellence.

In this role, responsibilities include but are not limited to:

- Renewing loans, proactive retention outreach and performing new loan submissions for our internal customer base.
- Responsible for maintaining key relationships and providing best in class service to all internal and external customers, 3rd parties, brokers, solicitors, investors and partners.
- Responsible for assisting with the completion of residential mortgage retention activities which include negotiating interest rates with borrowers,



maximizing revenue opportunities and successfully contributing to the overall retention targets.
- Contact customers in response to payout requests in an attempt to retain the mortgage alternatively inquire the level of service received.
- Manage, compile and organize application information for direct customer mortgage loans in accordance with policy and procedures to create a complete package for credit approval.
- Conduct regular follow‑ups with mortgage customers to collect outstanding documentation needed to satisfy the requirements as stipulated in the commitment.
- Instruct files to FCT and work together with Residential Funding to ensure timely closings.
- Responsible for responding to inquiries in a timely manner, actively contacting existing customers, to build relationships, promote longer terms and identify cross‑selling opportunities.
- Maintain up to date knowledge of competitors and market conditions.
- Identify and recommend process improvement initiatives and opportunities.
- Responsible for testing and assessing new enhancements.
- Prepare timely reports for review.
- Ensure accurate record keeping – both electronic and paper based and ensure that all records are stored and retained to meet Company standards.
- Follow AML procedures on all files with an emphasis on “Know Your Client” rules.
- Proactively identify actual and potential violations of AML regulatory requirements, internal policies and procedures or other AML/ATF risk situations at an early stage. Conduct appropriate inquiries and investigations in relation to any such situation and ensure that corrective actions and/or risk mitigation actions are implemented in a timely manner or escalated appropriately.
- Adhere to compliance and operational risk controls in accordance with company’s policies and procedures.

So are YOU our next Bilingual Retention Account Manager? You are if you have these qualifications…





- Minimum of 4 years’ experience in customer service within the mortgage industry.
- Experience with residential retention or underwriting is required.
- Experience across various areas of residential mortgage administration and/or servicing is an asset.
- Post-Secondary Education is preferred.
- Demonstrates strong, sound negotiation and sales skills.
- Demonstrates interpersonal and relationship building skills.
- Demonstrates effective organizational and time management skills.
- Solid written and verbal business communication skills.
- Working knowledge of Google Workspace.
- Sound analytical thinking, planning, prioritization, and execution skills.
- Detail oriented with an acute attention to accuracy.
- Capable of handling multiple tasks and meeting stringent deadlines.
- Tactful, diplomatic and politely persistent.
- Results oriented.
- Self‑motivated, confident and capable of working both independently and in a team environment.
- Bring a positive, can‑do attitude to our organization, using creative solutions to solve problems.
- Establish and build on healthy working relationships with your team and peers.
- Work well in a dynamic and fast paced environment with the ability to navigate through organizational change.

Compensation Information:

- Base salary range: $55,000 - $67,000
- The final compensation package will be commensurate with the successful candidate’s experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full‑Time Permanent roles.

At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence—not only for the benefit of our customers, but for those who build their career with us.

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Apply on Kit Job: kitjob.ca/job/2g9iah

📌 Gestionnaire, rétention hypothécaire (bilingue) / Bilingual Retention Account Manager (Toronto)
🏢 Community Trust
📍 Toronto