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Virtual Mortgage Specialist

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Scotiabank

Sep 20

Applications are closed

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Banking & Finance
  • Canada
    Remote

Requirements

  • Strong understanding of residential mortgage product knowledge, including policy and process
  • Experience working with 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

Responsibilities

  • Through proactive customer contact, 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.
  • Primary focus of proactively establishing contact with mortgage renewal customer and retain the mortgage business.
  • Through a proactive mortgage retention process, 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.
  • Through effective preparation and discovery, 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 in response to changes in needs/preferences and where necessary, referring and collaborating with key partners, such as Financial Advisor Investment and Retirement Specialists, Small Business Advisors or the appropriate Global Wealth partners.
  • Deliver exceptional customer experiences by:
  • Effectively executing the Customer Experience Model (CEM)
  • Consistently delivering on the Service Basics and Advice+ Promises in all customer/employee interactions
  • Delivering on the diverse advice expectations of our customers.
  • Escalating and tracking 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, assigned authorities and limits
  • Escalating fraudulent activities, unusual occurrences, issues/deficiencies/trends to your direct supervisor and/or Branch Manager and/or AML and/or Branch Compliance Officer or Alternate (BCO/ABCO) and/or Chief Compliance Officers 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.
  • Adhering 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.
  • Champions a high-performance environment and contributes to an inclusive work environment.

FAQs

What is the role of a Virtual Mortgage Specialist?

The Virtual Mortgage Specialist is responsible for retaining, servicing, and deepening relationships with mortgage renewal customers by offering a full suite of financial strategies and solutions that meet their immediate and future financial needs.

Where is this position located?

The position is based in Scarborough, Ontario, Canada.

What are the working hours for this role?

The working hours are Monday to Friday from 8 am to 8 pm EST, and the incumbent will be scheduled within these times.

Is prior experience in the financial industry required for this position?

Yes, experience working in a customer-facing role within the financial industry or a related field is required.

What technology skills are needed for the role?

Expert knowledge of Microsoft Teams, Salesforce, and E-Signature is required for this position.

Does the job involve providing mortgage advice?

Yes, the role involves providing expert mortgage knowledge and advice on customized solutions to retain and deepen relationships with mortgage renewal customers.

What qualifications are preferred for applicants?

A post-secondary degree in business/finance or a related field is considered an asset.

Are there opportunities for career development in this position?

Yes, Scotiabank offers meaningful development conversations, internal training, and clear criteria for career progression.

What should candidates do if they require accommodation during the recruitment process?

Candidates who require accommodation should inform the Recruitment team, as Scotiabank is committed to creating an inclusive and accessible environment.

What benefits does Scotiabank offer to employees?

Scotiabank offers a competitive compensation and benefits package, recognition for high performance, and a commitment to making a difference in the community.

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Scotiabank

Finance
Industry
10,001+
Employees

Mission & Purpose

Welcome to Scotiabank. We serve thousands of customers, families, and communities across the globe, helping them achieve success through advice, products, and services. Follow for news, insights, thought leadership and more.

Culture & Values

  • Respect

    Everyone is always treated with dignity; diverse backgrounds and experiences are what make us better as a whole.

  • Integrity

    Acting honorably comes first – earning the trust of our customers (and each other) is what matters most.

  • Passion

    We’re enthusiastic about what we do, and want you to feel the same way. Imagine coming in to work, and actually feeling excited to learn!

  • Accountability

    We commit, we take action, and most importantly, we take responsibility for those actions. It’s just the right thing to do.

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