Bilingual Mortgage Retention Specialist
Manulife
- Montreal, QC
- Permanent
- Full-time
- Providing service to the existing mortgage clients who are potentially going to close their mortgage and therefore are requesting a change to their mortgage such as lower rates or fees, or different terms etc.
- Contacting clients for whom we received a discharge request to retain that client, understand why they have discharged and explain the discharge process.
- Contacting clients who have an upcoming renewal on a mortgage or Sub-account and encourage them to complete the renewal agreement and send it in.
- Contacting clients identified as a risk to leave Manulife Bank, assess their account usage and customer experience to explain the product features and benefits as well as make relevant offers to retain that client such as setting up a Sub-account or additional mortgage portion, direct deposit, early renewal or lower rates, fees, or different terms etc.
- Review each client situation and recommend best process for client follow
- Complete mortgage applications with clients on the phone, as required.
- Follow Bank policies and standards for required application information, supporting documentation and underwriting processes to underwrite/decision the application
- Follow up with clients, advisors and banking consultants regarding missing application information
- Promptly respond and resolve inquiries from internal and external customers, via phone or email
- Document calls and outcomes using various Bank systems including Portfolio Plus, Contact Logger, Mortgage End to End and AWD as well as Microsoft Excel
- Proactively identify issues, process gaps and identify ways to improve service
- Support the build out of a Retention Strategy
- Support the movement to the culture of Customer Centricity
- Solid understanding of residential mortgage business and mortgage rates, fees and terms
- Excellent customer service skills, with the ability to influence, negotiate and remedy customer objections
- Proficient computer and keyboarding skills
- Post-secondary education or equivalent work experience
- Strong analytical and problem solving abilities
- Ability to multi-task and work in a high volume, fast-paced environment
- Good Organizational and priority setting skills
- Strong attention to detail
- Oral and written French language skills are required
- In depth understanding of Manulife Bank’s products, processes and systems would be an asset
- Sales background would be helpful
- Bilingual is required (French/English) -The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.