Renewal & Retention Specialist

Renewal Specialist, Residential Mortgages

Toronto, ON

Salary Range: $39,200 /yr + Commission

The Renewal Specialist, Residential Mortgages acts as the key point of contact for retaining our existing customers at maturity. The Renewal Specialist will provide expert knowledge and proactive advice on our range of residential mortgage products, with a focus on understanding client needs and providing exceptional customer service. This position requires that all customer contact be by telephone or email in a timely manner, while following all guidelines set out internally.

This role is a base + commission compensation structure. Normal hours of operation are from 9:00 am to 5:30 pm, however, you must be able to exercise flexibility with working hours and can be asked to work later hours when necessary. We require flexibility to work any shift within our call centre hours of operation from 8:30 am to 8:00 pm Est should schedule changes occur in the future

About the Role:

• Handle inbound and outbound calls for our existing mortgage customers regarding their mortgage needs at maturity and identify retention opportunities with the goal of retaining the existing clients

• Provide mortgage solutions by employing a thorough knowledge of all CMLS Financial products available

• Use good judgment to appropriately utilize all tools and resources available to retain customers

• Follow up on any diarized leads or calls

• Provide feedback to managers regarding customer comments and market intel/analysis to support decision making

• Maintain thorough and accurate records pertaining to retention efforts

• Achieve or exceed established retention targets

• Provide status updates, follow-up for necessary documentation and reporting

• Complete other mortgage administration duties as required

• Assist with special projects as assigned

• Exercise tact and diplomacy within daily operations; ensure a high level of service excellence at all times

This role is for you if:

• You have completed an undergraduate degree in one of the following concentrations: finance, business administration, real estate or a related field

• You have prior mortgage experience and 1+ years of Sales or Call Centre experience, preferably within a financial services environment

• You have successfully completed the Provincial Mortgage Agent Course or willingness to complete the Course immediately upon hire

• You have intermediate experience using Microsoft Office suite products

• You have strong customer service skills that help build relationships resulting in high client satisfaction and retention

• You have excellent communication skills, both written and verbal, and are able to work well independently as well as within a team environment

• You have strong mathematical skills

• You demonstrate professionalism, good judgement and integrity in daily operations

• You are bilingual in English & French (an asset)

Benefits and Perks

Some of the benefits we offer at CMLS are:

• Health and Wellness Spending Accounts

• Health, Drug, Vision, and Dental benefits

• Paid vacation, sick days, and personal days (in addition to all civil and statutory holidays)

• RRSP Matching Program

• Maternity / Parental Leave Top Up Program 

• Discounted gym memberships

• Travel assistance and EAP

• Business Casual dress code

• Company social events + sport teams

• And more!

Who are we?

Established in 1974, CMLS Financial is the leading provider of capital solutions for commercial property owners, developers and real estate investors. We have over 50 years of experience, 30,000 clients, $45 billion in assets under administration, and offices coast to coast. Some of Canada's most prominent banks, investment managers, insurance companies, and pension funds rely on CMLS Financial for a variety of critically important services. Building on our solid foundation of financial strength and experience, we continue to deliver unparalleled capital solutions for all our clients needs.

You will love working here

Employees tell us that they love that we strike the balance in creating an incredibly professional, yet dynamic and enjoyable corporate culture. We work in a fluid and fast-paced environment that is supportive of energetic and motivated individuals who pride themselves on being flexible and results-driven. Our employees are able to gain valuable industry exposure, lots of learning opportunities, and truly impact the business. We are committed to providing our people with a challenging and rewarding career because our employees are what set us apart and we know it.

Equal Opportunity Employer

CMLS Financial is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations are available on request for candidates taking part in all aspects of the selection process.

We want to hear from you!

If you are confident that you would be a strong asset to our team, submit both a cover letter and resume today! We thank all applicants for their time in applying, however we will only contact those selected for an interview. Consideration of applications will begin immediately and continue until the position is filled.