Client Care Specialist

Job Description

Job Description

Client Care Specialist

About Us:

At Thrive Mortgage Co., we believe a mortgage isn't just a transaction. It's the beginning of a long-term relationship. Our mission is to provide an exceptional client experience before, during, and long after a mortgage funds.

We're looking for a highly personable, organized, and confident  Client Care Specialist to join our team. If you genuinely enjoy talking with people, building relationships, and creating memorable client experiences, we'd love to meet you.

About the Role:

This is a relationship-focused position where your primary responsibility will be connecting with our clients by phone. You'll play a key role in ensuring every client feels valued throughout their homeownership journey while helping us maintain an active, engaged client database.

Your focus will be on delivering outstanding service, nurturing long-term relationships, and ensuring our clients always know we're here when they need us. You'll be responsible for scheduling client calls with one of our Mortgage Advisors when it's time for an annual review, renewal strategy, or other mortgage discussions.

Work Arrangement:

This is a  hybrid position , combining remote work and in-office collaboration. Successful candidates must complete their initial training in person at our  Langley, BC office.

Following training, you'll work remotely and in-office. Team meetings, training sessions, and other business needs will require attendance at our Langley office.

What You'll Be Doing:

Your day will include a variety of outbound and inbound client communications, including:

• Reaching out to clients to schedule their Annual Mortgage Review Calls.
• Contacting clients approaching their mortgage renewal to schedule their Renewal Strategy Calls.
• Making two-month post-funding follow-up calls to ensure clients had an exceptional experience.
• Nurturing leads and following up with prospective clients in our database.
• Building and maintaining strong, long-term client relationships.
• Answering incoming office calls and directing inquiries appropriately.
• Keeping detailed notes and maintaining accurate client records within our CRM database.
• Managing Thrive Mortgage Co.'s social media presence across multiple platforms.
• Helping ensure every client receives a five-star experience with Thrive Mortgage Co.
• Achieve a minimum of 30 outbound client calls per day. 

What We're Looking For:

• Loves talking with people and building genuine relationships.
• Is confident and comfortable spending much of the day on the phone.
• Has exceptional communication and listening skills.
• Is naturally warm, friendly, and empathetic.
• Is highly organized and detail-oriented.
• Can confidently manage multiple conversations and follow-up tasks.
• Is comfortable using CRM software and learning new technology.
• Is proactive, self-motivated, and takes initiative.
• Enjoys working as part of a collaborative, fast-paced team.
• Is comfortable managing social media platforms and creating engaging client communications.

Bonus Qualifications:

Experience in any of the following would be considered an asset, but is  not required :

• Mortgage or financial services
• Call centre or client care
• Appointment setting or administrative support
• Experience using CRM software (Zoho experience is an asset)
• Social media management 
  

What We Offer:

• Competitive compensation based on experience
• Comprehensive health and dental benefits after successfully completing your three-month probationary period
• Ongoing training and professional development
• Opportunities for career growth within a growing, award-winning mortgage brokerage
• A supportive, collaborative, and positive team environment
• The opportunity to make a meaningful impact by helping create exceptional experiences for our clients

Why Thrive?

At Thrive Mortgage Co., relationships are everything. We believe our clients deserve an experience that extends well beyond funding day. As our Client Experience Coordinator, you'll become one of the most important touch points in that journey, helping clients feel supported, remembered, and appreciated for years to come.

If you enjoy meaningful conversations, love helping people, and want to be part of a company that truly values exceptional service, we'd love to hear from you.

How to Apply

To help us get to know you beyond your resume, we ask that all applicants submit a  short video introduction along with their resume.

In your video, please tell us:

• A little about yourself
• Your relevant experience and qualifications
• Why you believe you'd be a great fit for the Client Care Specialist role
• What excites you about joining Thrive Mortgage Co.

Please note: We will only review resumes that are accompanied by a video introduction. This helps us better understand your communication style and personality, both of which are essential for success in this client-facing role.

We look forward to meeting you!