The Role:

The Client Care Specialist is a licensed mortgage professional responsible for providing exceptional client service and keeping clients organized, informed, and moving through the mortgage process. The role is highly client-facing, with a strong focus on new client intake, discovery calls, phone and text communication, follow-up, ongoing client servicing, and day-to-day office support.

Let’s be upfront: there is an administrative side to this role. Staying organized, managing follow- ups, coordinating client activities, supporting the office, and keeping things moving are all important parts of the job. But at its core, this is a people role.

We’re looking for someone who genuinely loves talking to people, building relationships, asking great questions, and helping clients feel comfortable and confident throughout the mortgage process. You’ll be heavily involved in new client intake and discovery calls, ongoing client follow-up and servicing, and proactive renewal outreach.

There’s a reason we’re looking for someone who is already licensed. We want this position to be an prospect to build a strong foundation for a career in mortgages. This is a hands-on learning opportunity. You’ll speak with clients daily, participate in real files and deal discussions, and learn directly from an experienced team.

And there is a career path here. For the right person, this role can develop into greater underwriting responsibilities, a full Underwriter position, or potentially a future Broker role.

Key Responsibilities

- Owns the first point of contact for incoming calls, texts, and emails – responding professionally and warmly, and routing conversations to the right next step
- Conducts intake and discovery calls to uncover client needs, assess fit for Benchmark, and determine the appropriate path forward before broker time is spent
- Follows up on incomplete applications and outstanding documents until the file is complete – not waiting to be asked
- Manages renewal outreach by phone, text, and email – reaching out early, leading renewal discovery conversations, and tracking next steps
- Completes mortgage anniversary check-ins and re-engages past clients and leads on a regular, organized schedule




- Coordinates file handoffs to underwriters with accurate notes and all required documentation in order
- Maintains clean, accurate client records and activity logs in the CRM – every conversation noted, every follow-up scheduled
- Manages daily workflow and client appointments so nothing falls through the cracks and the broker knows exactly where each file stands
- Handles back-office administrative tasks and coordinates with other team members to keep day-to-day operations running smoothly
- Stays current on lender products, policies, and rates so client conversations are grounded in accurate, current information

What you need to be great at:

- Client communication: Speaks with clients confidently, warmly and clearly. Asks thoughtful questions, listens carefully, and makes clients feel heard, valued and well cared for.
- Discovery and intake: Uncovers what the client needs, identifies whether Benchmark can help, and determines the appropriate next step, knowing when Broker or Underwriter input is needed.
- Follow-through: Takes ownership of follow-up from start to finish. Scheduled calls happen, clients receive updates, and outstanding items are addressed without waiting for someone else to flag them.
- Client relationships: Builds and maintains strong relationships throughout the mortgage journey and beyond. Clients know who to call, feel comfortable reaching out, and trust that Benchmark is looking out for them.
- Proactive servicing: Stays connected with clients through pre-approval check-ins, mortgage anniversaries, renewals and ongoing servicing rather than waiting for clients to come to us.
- Managing competing priorities: Stays organized when calls, follow-ups and client needs compete for attention, using good judgement to prioritize what needs to happen first.
- CRM and inbox management: Keeps client notes and activities current, maintains a clean and organized inbox,



and ensures the team can rely on the information in the system.
- Mortgage knowledge: Understands mortgage applications, documentation, lender products and processes well enough to have informed client conversations.

Who thrives here This role fits someone who genuinely enjoys talking to people and is equally committed to the administrative work that makes those conversations count. They take ownership of their inbox, their follow-up list, and their client relationships without waiting for direction. They are calm when things get busy, honest when they need help, and consistent enough that the team stops wondering whether something got done.

Culture matters on a five-person team in a way it simply does not on a larger one. Someone who is positive, collaborative, and easy to work with will feel that reflected back every day.

If underwriting or becoming a broker is where you want to go, this role is a strong place to start. You’ll build a solid foundation in client discovery, mortgage files, lender products, and the overall mortgage process while working closely with experienced brokers and underwriters. As your knowledge and capabilities grow, there is a clear path to take on more responsibility and move toward an underwriter or broker role at Benchmark.

This is not the right role for someone who is still building their confidence on the phone or who finds administrative follow-up tedious. If you need a lot of structure and check-ins to stay on track, or if competing priorities cause you to miss things, this environment will be frustrating for everyone involved. The broker is handing off real responsibility here, not creating a junior support function.

The expectation is that this person runs their piece of the business independently once they have been properly onboarded.

Job Type: Full-time

Pay: From $52,500.00 per year

Benefits

- Dental care
- Extended health care
- On-site parking
- Paid time off
- Wellness program

Education:
- Secondary School (required)

Experience:
- Customer service: 2 years (preferred)
- Administrative: 2 years (required)

Language:
- English (required)

Licence/Certification:
- Mortgage Broker License (preferred)

Work Location: In person

📌 Client Care Specialist (Licensed) (St. Albert)
🏢 Benchmark Mortgage
📍 St. Albert