Bilingual Account Manager, Mortgage Retention - Calgary - Haventree Bank

Description

Overview

Haventree Bank is a private Canadian Schedule 1 bank specializing in alternative mortgage programs and insured GIC deposits. We help hardworking Canadians from coast-to-coast achieve homeownership by offering flexible mortgage solutions. Our insured GIC deposits offer competitive rates and are available through a variety of wealth management platforms.

About Haventree Bank Headquartered in Toronto, Ontario, Haventree Bank (Haventree) is a mission driven alternative mortgage lender. The name Haventree is representative of the bank's mission to help its customers find a place of refuge and to lay down new roots for the future. Haventree exists to be a catalyst of financial security and upward mobility for Canadians who are underserved by the traditional financial system.

Position Summary

Reporting to the Senior Manager, Renewals and DCS, the Bilingual Accounts Manager, Mortgage Retention is responsible for managing and completing all areas of residential mortgage renewal. Be able to identify clients' needs, capitalize on revenue opportunities and contribute to the overall retention goal in an environment focused on operational and service excellence.

Major Duties & Responsibilities

• Manage the sales process upon mortgage renewal which includes clients' needs analysis, rate negotiation, product suitability, client objection handling and identification of internal refinance and purchase opportunities.
• Manage all mortgage retention activities in both English and French including early renewals, mortgage conversion, transforming a client payout request into a renewal or refinance or purchase opportunity.
• Proactively contact clients 120 days prior to maturity to secure renewal/early renewal.
• Manage inbound calls from department queue and answer inquiries related to mortgage renewals and refinance.
• Able to manage and upkeep the day-to-day maintenance of four to five months' worth of loans in a large portfolio, ensuring quick turnaround time on email requests and response time on phone messages.
• Identify and respond to borrowers who are looking for an increase in their existing mortgage. This includes taking an application from the client, explaining the process, and setting expectations, requesting all required underwriting documents, inputting and submitting the application to Mortgage Originations and advising clients of the credit decision.
• Manage Pipeline of borrowers at various stages of the refinancing journey. Working closely with the underwriters and funders to move loans from processing to funding.
• Perform financial and non-financial account maintenance when necessary to ensure that customer and business expectations are met.
• Required portfolio activities (prepare renewal offer, send confirmation letters, process broker cheques, posting of renewals, review of pending maturities) are completed within team timelines.
• Contact borrowers who have requested a payout of their mortgage and those identified as initiating a potential trigger event associated with a possible payout in the future.
• Ensure renewal file has met all Compliance requirements as stipulated in policies and procedures to minimize the banks' exposure to risk.
• Maintain accurate client information in Haventree mortgage system, document and accurately record all client transactions/changes.

Qualifications & Experience

Degrees, Diplomas & Certifications: The position requires a post-secondary degree or diploma in the field of business, finance or an equivalent level of education and work experience.

Years and Range of Experience Required to Perform the Job: This position requires a minimum of 3-5 years in the mortgage industry, preferably mortgage renewals and underwriting. Excellent consultative sales capability; establish a relationship with the borrowers, present solutions with strong closing and servicing skills. Previous inbound and outbound sales experience. An understanding of mortgage lending regulation and the mortgage lifecycle. Exhibit strong people management skills to ensure effectiveness of the team, especially previous experience of coaching and mentoring. Effective interpersonal, problem solving and decision-making skills. Sound analytical thinking, planning, prioritization, negotiation and execution skills. Demonstrate a high level of integrity, confidentiality, and accountability. Strong written and verbal communication skills, exceptional organization, and time management skills. Proficient in MS Office and technical tools used in mortgage servicing. Able to quickly set priorities, remain disciplined and organize workload through effective time management. Detail oriented with strong attention to accuracy. Comfortable using multiple system platforms simultaneously. Desire to continuously grow and take on new challenges. Strong working knowledge of MS Office (particularly excel) and technical tools used in mortgage servicing. Experience in other Servicing Platforms is an asset.

Remarks

While we thank everyone for their interest in Haventree Bank, please note that only candidates selected for an interview will be contacted. Haventree Bank is committed to providing accommodation when needed. If you require an accommodation, we will work with you to meet your needs.

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