Mortgage Planning Specialist

Virtual Mortgage Retention Specialist – In-office role - Mississauga Contact Center

Leading with a financial planning approach, the Virtual Mortgage Specialist is responsible for retaining, servicing and deepening relationships with mortgage renewal customers by offering a full suite of complimentary financial strategies and solutions that best meet the customers’ immediate and future financial needs.

The primary responsibility of the Virtual Mortgage Specialists is to remotely support multiple branches across Canada in achieving mortgage renewal and retention goals through proactive customer contact.

Fully in-person at the Mississauga Contact Centre in an office setting. The Virtual Mortgage Specialist in this role will operate under extended hours. Hours of operation are Monday to Friday 10:00am to 8:00pm EST; the incumbent will be scheduled shifts within these times.

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.
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
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.

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)
An organization committed to making a difference in our communities– for you and our customers.
You can expect to be recognized and rewarded for high-performance. You’ll be supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development.
Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. Candidates must apply directly online to be considered for this role.