Schedule for this role: Flexibility to work 37.5 hours per week Monday to Friday – Eastern hours – 9AM to 8PM and Saturday 10AM-6PM (on rotation – every four weeks) Shift bid process, working hours for first year are 12PM-8PM
- Proactively provides expert advice on mortgage renewal/financing needs, products and solutions to retain and expand share of wallet.
- Fulfills sales and service activities for customers by following approved procedures.
- Identifies and makes referrals to other business groups.
- Works through various channels based on the market needs to deliver the desired customer experience and achieve overall business objectives.
- Drives the sales process for inbound and outbound customer contacts upon mortgage renewal, through in-depth home financing options.
- Integrates marketing promotions and programs into customer conversations, where appropriate.
- Manages all transactional outcomes of customer contacts or refers to appropriate groups.
- Negotiates home financing pricing ensuring customers feel valued at the same time as profitable transactions.
- Probes to understand customer needs related to mortgage renewal, investment and financing options; provides advice in the best interests of the customer.
- Handles customer contacts in an informed, professional, and productive manner.
- Collaborates with internal and external stakeholders in order to deliver on business objectives.
- Escalates complex or unresolved customer situations to managers as required.
- Performs any required documentation to ensure customer’s requests are accurately processed.
- May research and investigate lending applications, following established processes.
- Maintains the confidentiality of customer and