Customer Retention Representative (FTC - until September 2027)

The Customer Retention Representative will be responsible for supporting the retention team in managing and retaining existing mortgage customers. Working closely with both customers and internal teams to ensure a smooth experience for those nearing the end of their mortgage term, as well as help with customer inquiries, renewals, and other retention activities. A professional, effective service must be provided at all times and compliance and ensure that regulatory requirements are satisfactorily met.

The role is being offered on a fixed-term contract until the end of September 2027.

Key Responsibilities will include

1) Handle incoming calls and emails from customers/brokers with regards to mortgage queries, payments, and retention offers.

2) Track customers nearing the end of their mortgage terms by sending customer/broker communications.

3) Collaborate with the retention team to create tailored retention offers and solutions based on the customer’s profile and needs.

4) Assist in processing and confirming mortgage renewals, ensuring customers understand their options and new terms.

5) Ensure that all systems-based records are correctly maintained and information is produced in a timely manner.

6) Investigate and resolve customer complaints or concerns related to mortgage accounts and retention offers in a timely and professional manner.

7) Ensure all actions and communications comply with regulatory requirements and company policies.