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Home Trust Company: Loyalty & Retention Specialist

Home Trust Company

This is a Contract position in Montreal, QC posted February 21, 2021.

The Mortgage Originations business unit works directly with brokers and borrowers to offer a variety of solutions while providing outstanding service to our clients.

As a key segment of Home Trust’s business, our focus will remain on core residential products as we position ourselves for continued success.

We drive business volumes consistent with our risk appetite, adhering to the Company’s legislative and regulatory requirements, and supporting key business objectives to enhance employee engagement and capability while fostering a culture of respect, trust and integrity.Position ResponsibilitiesRetention & Service Excellence (80%)Execute a minimum of 20-25outbound calls per day to existing mortgage clients to promote the retention/renewal of their mortgage, while providing an excellent customer experienceIdentify customer requirements while focusing on their priorities to ensure they always receive the best serviceMust know all HTC products to recommend feasible solutions to satisfy client needsEducate customers on the benefits of continuing to house their mortgage with the companyIdentify gaps in current processes and maximize sales opportunities as they ariseUtilize all tools and resources available to retain our book of customersRecognize cross-sell/up-sell opportunities of various products against expected targetsProvide timely responses and follow-ups to ensure effective closing on all retention opportunitiesWork effectively with all internal and external business partners to achieve required organization & departmental goals, as well as individual goals and objectives.Obtain all pertinent customer information and process all required documentation to ensure accuracyMaintain knowledge and awareness of all corporate mortgage policies and proceduresProvide feedback to senior management to help identify enhancements that can improve overall retention metrics and can help in upgrading the customer experience Risk and Compliance (20%)Ensure department/company policies and proceduresare followed when servicing clients and performing account maintenanceFormal EducationPost secondary degree or diploma required (University degree preferred) in related areaRelated Experience3-5 years of experience in a similar roleCurrent knowledge of regulations regarding mortgage lending and familiarity with both conventional and government mortgage policies an assetAcknowledgementAll employees of Home Capital Group Inc.

must comply with all applicable Home Capital Group Inc, Home Trust Company, and specific Line of Business policies, standards, guidelines and controls.Additionally, all employees are obligated to become familiar with Home’s risk management framework and understand the operational risk management requirements within their specific business.Employees are also expected to understand and comply with the Company’s Code of Business Conduct & Ethics Policy at all times and escalate any issues or concerns through various reporting channels (i.E.

Ombudsman, Compliance Hotline, Whistleblower Policy, etc).