Mortgage Servicing Representatives

We are recruiting Mortgage Representatives on behalf of our client, an established company with offices across Canada.

This position is responsible for servicing existing mortgage accounts and identifying and protecting the mortgage assets and customer base for our investors. Mortgage servicing representatives are vital in promoting a professional image to all customers, while building and maintaining quality customer relationships. They are responsible for performing servicing aspects of mortgage accounts, while managing the expectations of the customer, via toll free telephone calls and/or e-mail.

NOTE: Successful applicants will be required to travel to Ontario for training. Our client will arrange and pay for travel and applicants will be paid during the training period. Background and Credit checks will be required.

KEY RESPONSIBILITIES

Customer Service:
• Be the first point of contact for customers inquiring about their current mortgage needs.
• Identify and analyze to ensure complete understanding of the customer’s need.
• Provide accurate information and refer customer’s inquiry to relevant mortgage procedures, policies and/or principles.
• Respond to inquiry / need, decide upon the most appropriate solution available from a variety of options, taking into consideration the situational factors and existing procedures and policies. May be required to adapt the solution to suit the circumstances.
• Recommend appropriate solutions, products and / or alternative options to resolve customer needs.
• Regularly keep self-up to date on knowledge of company’s new products, procedures, organizational changes, and systems.
• To answer customers’ inquires promptly and in timely manner.
• May be required to handle difficult conversations, while maintaining positive customer relations.
• Be prepared and available at all times through shift to service customers and their needs.
• Deliver quality service, to ensure a positive experience and customer satisfaction.
• Responsible for answering 50 – 100 customer inquiries a day.

QUALIFICATIONS REQUIRED:

Education:
• College Diploma or University Degree

Experience:
• Knowledge of the Residential Mortgage Industry
• Business experience in an operations environment

Skills/Knowledge:
• Exceptional oral and written communication skills
• Excellent organizational and time-management skills
• 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.
• Excellent interpersonal skills
• Energetic, outgoing and confident
• Must have the ability to work in a fast paced environment, with high volumes of information changes
• Must be completely flexible with rotating schedules and shifts
• Accountable for own performance
• Adaptable to multi task in a highly changing environment
• Must be detail oriented
• Ability to learn and retain complex information, and then apply and communicate the information to customers
• Computer proficiency a MUST
• Must have keyboarding skills to enter date while simultaneously navigating through various systems and communicating with customers over the telephone
• May involve up selling other mortgage related products

To be considered for the position, please submit your resume with cover letter in MS WORD FORMAT ONLY to Edmonton@taylorbrownlee.com.  Thank you in advance for your interest and wish you all the best in your career search.  Position will remain open until a suitable applicant is found.