The Bilingual Mortgage Loyalty Specialist role offers a dynamic opportunity to enhance client relationships and contribute to our mission of delivering exceptional service and innovative solutions. By understanding client needs and managing complex accounts, you will play a critical role in building long-lasting relationships and supporting clients through their renewal journeys. This position empowers you to leverage your communication, problem-solving, and analytical skills while collaborating with the sales team to balance client needs with business goals. Joining our team means you’ll have the chance to grow professionally in a supportive and inclusive environment, where your well-being and career aspirations are prioritized. As part of our global network, you’ll be instrumental in shaping the future of our customer service and retention strategies.

REQUIRED QUALIFICATIONS:

• 3 to 5 years of financial management industry
• Demonstrate strong communications skills, articulating the complexity of our products’ features in a clear and concise manner
• Strong customer focus, with the ability to influence and negotiate
• Fully bilingual (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

PREFERRED QUALIFICATIONS:

• Excellent interpersonal skills with a high level of professionalism
• Excellent problem solving, analytical, judgment and decision-making skills
• Self-motivated with strong focus on success
• Effective time management and ability to organize and prioritize
• Effective customer relationship management
• Excellent business acumen with strong decision-making skills

• Understand client needs to provide resources that enhance account management, while identifying opportunities for additional products to improve the customer’s situation.
• Build long-lasting customer relationships, serving as the primary contact for future business needs and repeat transactions.
• Manage complex files efficiently, addressing customer concerns with appropriate account structures, and support the renewal journey from start to finish.
• Use sound judgment in offering solutions that balance client needs with business profitability, while promoting cost-saving benefits.
• Collaborate with the sales team and peers, stay informed on industry trends, and maintain knowledge of current promotions and regulations to improve service and retention tactics.