Spécialiste de la rétention hypothécaire - Mortgage Retention Specialist

at  nesto

English description follows
nesto est la principale plateforme canadienne de prêts hypothécaires numériques, composée d’une équipe dévouée d’experts hypothécaires qualifiés et soutenue par des technologies de pointe. Notre mission est d’offrir une expérience de financement immobilier transparente, positive et stimulante, entièrement simplifiée pour tous les Canadiens. Nous remplissons cette mission en offrant aux Canadiens une expérience hypothécaire numérique de premier plan et en permettant aux autres prêteurs hypothécaires d’améliorer et de rationaliser leurs opérations de prêt hypothécaire grâce à nesto Mortgage Cloud.

Handle incoming calls and emails from clients and consultants inquiring about early renewals, maturing loans, and payout requests.
Support all mortgage retention activities. Examples include managing early renewal requests, transforming client payout requests into sales, and completing blend-and-extend transactions.
Follow up regularly with clients and consultants/advisors on maturing mortgages.
Negotiate renewals based on predetermined renewal rates; offer clients the best product.
Analyze clients’ needs and provide appropriate options based on those needs.
Direct referrals for new business opportunities to the Mortgage Advisor network.
Ensure proper documentation and that all compliance requirements are met (KYC - client interview) and ensure SLAs and timely communication are adhered to.
Collaborate with teams within the Servicing department and other business units within nesto.
Escalate complex or unresolved client retention issues to the manager as required.
Adhere to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing reporting requirements.
Provide exceptional customer service during the retention process.