Mortgage Account Officer, Renewals - Tangerine

Requisition ID: 222655

Tangerine is Canada's leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It's important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

As Canada's leading digital bank, Tangerine technology is at the heart of everything we do. We have redefined what digital banking is, and we continue to evolve to tackle any opportunity and face every challenge through progressive technology and the power of collaboration.

Do you like new challenges? Are you ready to reach new heights in your career and become part of an established disruptor? If so, come join us and help redefine the Canadian banking landscape!

What you will be doing:

The Mortgage Account Officer, Renewals primary role is to guide clients through the mortgage renewal process. They are responsible for making the process seamless and easy for clients to understand. Key responsibilities include building and maintaining strong relationships with mortgage clients, understanding their needs, and providing solutions that align with their lending goals and financial objectives. Using his/her strong communication skills, a Mortgage Account Officer, Renewals is responsible for proactively reaching out to clients whose mortgage terms are nearing maturity, offering them tailored renewal options and ensuring a seamless renewal process. Additionally, you will focus on expanding client banking relationships through trust and cross-selling other financial products. The Mortgage Account Officer, Renewals will report directly to the Manager, Mortgage Account Managers.

Is this role right for you? In this role, you will:

• Actively manage an assigned portfolio of mortgage clients that have a mortgage coming up for renewal.
• Initiate emails and outbound calls to clients with upcoming mortgage renewals, providing information on renewal options and benefits.
• Accountable for achieving monthly mortgage renewal targets and effectively cross-selling other Tangerine products and services.
• Act as a resource for questions or issues concerning mortgage policies and procedures to manage the bank's risk.
• Demonstrate effective call control and use of soft skills with each call.
• Adhere to Quality Service standards in order to maintain and exceed pre-determined service levels while maintaining a "one and done" approach.
• Stay up-to-date with the latest mortgage products, rates, and industry trends to provide accurate and relevant information to clients, commit to on-going mortgage training and development.
• Contribute positively and actively in team meetings and discussions with ideas and suggestions.
• Assessment of any additional information sought/received within the agreed upon service levels.
• Prepare and process all necessary documentation for mortgage renewals, ensuring compliance with company policies and regulatory requirements.
• Responsible for meeting Customer Service levels in relation to emails, phone messages and fax enquiries.
• Other duties as assigned.
  

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• Bilingualism in French and English is required for 1 of the 2 vacancies
• Previous experience in mortgage sales, customer service, or a related field is required.
• Basic administrative knowledge and skills in documentation required to meet lending guidelines
• Be fully knowledgeable and staying current with respect to Tangerine Bank products, services, policies and procedures
• Excellent knowledge and understanding of the mortgage product, both Tangerine specific as well as from the market in general
• Computer literate - knowledge of Microsoft Office, CRM software and other relevant technology tools
• Ability to build relationships at all levels
• Ability to discuss product options and features within company guidelines
• Ability to adapt to changing needs and priorities
• Strong verbal and written communication skills
• Detail oriented

What's in it for you?

• You will be part of a diverse and inclusive team of Client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success!
• You will have access to thousands of online and in person courses so you can shape your career growth with the support from diverse industry leaders.
• You will get our help to save for your future and to invest in your total wellbeing through our Tangerine benefits*.
• You belong here, we are equal and un-complicated. Bring your true self to work, dress codes don't apply here.
• You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.
  

*Tangerine employees participate in Scotiabank's pension & benefits programs (available to permanent employees)

Location(s): Canada : Ontario : Toronto || Canada : New Brunswick : Dieppe || Canada : New Brunswick : Edmundston || Canada : New Brunswick : Moncton || Canada : Nova Scotia : Halifax

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.