Virtual Mortgage Retention Specialist

Title: Virtual Mortgage Retention Specialist

Requisition ID: 208392

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

This is an in-person role located at the Scarborough Contact Centre.

Leading with a financial planning approach, the Virtual Mortgage Retention Specialist is responsible for retaining, servicing and deepening relationships with mortgage renewal customers by offering a full suite of complimentary financial strategies and solutions that best meet the customers’ immediate and future financial needs.

The primary responsibility of the Virtual Mortgage Specialists is to remotely support multiple branches across Canada in achieving mortgage renewal and retention goals through proactive customer contact.

Is this role right for you? In this role, you will:

• Provide expert mortgage knowledge and advice on a full range of customized solutions using a holistic financial planning approach with the goal of retaining and deepening relationships with an assigned portfolio of mortgage renewal customers.
• Proactively establish contact with mortgage renewal customers to retain the mortgage business.
• Remotely manage assigned renewal leads, including assessing customer financial needs/goals, presenting mortgage retention offers, managing rate negotiations and making appropriate recommendations to secure the renewal.
• Identify and act on opportunities to deepen the relationship with additional, relevant financial solutions.
• Deepen and grow relationships and business by:
  • Understanding customer’s financial goals and preferences, analyzing their needs, and recommending the appropriate strategies and solutions to help them achieve their goals.
  • Planning and executing on weekly measurable targets including proactive customer contacts, and effective mortgage retention.
  • Identifying referral opportunities and collaborating with key partners, such as Financial Advisor Investment and Retirement Specialists, Small Business Advisors or the appropriate Global Wealth partners.
• Effectively execute the Customer Experience Model (CEM).
• Consistently deliver on the Service Basics and Advice+ Promises in all customer/employee interactions.
• Deliver on the diverse advice expectations of our customers.
• Escalate and track customer concerns and complaints as required.
• Minimize the Bank’s exposure to risk by:
  • Contributing to operational excellence and a satisfactory Branch audit.
  • Staying current and adhering to all retail lending compliance, regulatory compliance, custody and Occupational Health & Safety requirements and changes.
  • Ensuring strict adherence to Bank security procedures, including retail lending policies and processes.
  • Escalating fraudulent activities and unusual occurrences to your direct supervisor and/or Branch Manager and/or applicable Shared Services Department as appropriate.
  • Adhering to custody and security procedures at all times.
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Adhere to compliance with regulatory activities and guidelines as part of the sales process, including Privacy, Anti-Money Laundering(AML)/Anti-Terrorist Financing, Financial Consumer Agency of Canada(FCAC), Know Your Customer(KYC), Canadian Deposit Insurance Corporation(CDIC), regulations and policies and Guidelines for Business Conduct.
• Champion a high-performance environment and contribute to an inclusive work environment.

Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you have:

• Fluently bilingual in French and English languages.
• Strong understanding of residential mortgage product knowledge, including policy and process.
• Experience working in a customer-facing role within the financial industry or related field.
• Post-secondary degree in business/finance or related field (considered an asset).
• Expert knowledge using Microsoft Teams, Salesforce and E-Signature.
• Prior experience leading virtual advice discussions and assisting customers on how to navigate virtual meetings (considered an asset).
• Highly organized with strong attention to detail.
• Effective written and verbal communication skills.

Working Conditions
Works in an office setting. The Virtual Mortgage Specialist team will operate under extended hours when branches in varying time zones are assigned or on-boarded to this channel. Hours of operation are Monday to Friday 8am - 8pm EST; the incumbent will be scheduled within these times.

What's in it for you?

• The opportunity to join a forward-thinking organization where you are surrounded by a collaborative team of innovative thinkers.
• A competitive compensation and benefits package.
• An organization committed to making a difference in our communities– for you and our customers.
• You can expect to be recognized and rewarded for high-performance.
• You’ll receive clear, transparent criteria to progress in your career.

Location(s): Canada : Ontario : Scarborough

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation during the recruitment and selection process, please let our Recruitment team know. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.