Customer Service/Welcome Callers – ON-GOING


Must have sales experience, Mortgage experience is an asset but not a requirement


Travel to Ontario is required for training


Job Title:        Welcome Call Agent

Job Status: Full Time Permanent

Location:        Edmonton, Alberta

Salary Range: $40k - $42K with commission and bonus structure over and above the salary plus company benefits

Reports To:    Manager, Mortgage Solutions

Business Unit:  Mortgage Servicing & Administration/Contact Centre

Hours of Work:  11:00 am to 7:00 pm Monday to Friday



Reporting to the   Manager, Mortgage Solutions, the Welcome Call Agent will be   responsible for completing welcome calls for newly funded Subservicing mortgages and refinanced mortgages. The   welcome call agent will also be responsible for   completing Home Mortgage Protection applications for other agents. Agents   will need to keep accurate reports to monitor productivity.



Welcome Calls:

¨    Welcome client to the company with professionalism, knowledge and a friendly tone

¨    Agent is able to complete a welcome call with accuracy and efficiency

¨    Completing appropriate system changes, when necessary

¨    Details of application will need to be recorded on applicable systems

¨    Responsible for keeping welcome call’s up to date. Mortgages that have not had a welcome call within 5 business days of the mortgage funding will be considered “behind”

¨    Working as a team member to ensure all work is being completed and each member is equally contributing to the work at hand

¨    Communicate any issues that arise with Manager, or applicable personnel

¨    Achieving and maintaining realistic goals set between manager and agent


Home Mortgage Protection (HMP) Applications  

¨    Agent will need to be readily available to complete HMP applications for other agents

¨    Application needs to be completed with a high degree of accuracy and thoroughness

¨    Inputting correct information into the application

¨    Read the legal disclosures and medical question to client in a professional tone

¨    Agent will need to be able to answer any HMP related questions the client may have



Education   High School/College education

Experience  Past customer service skills/ sales skills



¨      Ability to work with minimum amount of supervision

¨      Basic understanding of Excel and Word.

¨     Exceptional oral and written communication skills

¨     Excellent organizational and time-management skills

¨     Ability to multi-task in a fast paced environment

¨     Strong analytical and problem solving skills

¨     Proven ability to foster relationships

¨     Strong customer service skills.

¨     Self-driven, motivated with the ability to work independently and in a team environment

¨     Carries out duties with integrity and takes responsibility for actions.



If you would like to be considered and you think you have the energy and competitiveness to be successful for this position, please submit your resume with cover letter to Emma Fleck or visit our website at for more details.


Thank you for your interest.