Bilingual Renewal Account Manager

MCAP•Vancouver, BC

7d•Hybrid

About The Position

This position is responsible for borrower retention and sales programs. Proactively contacting our borrowers with respect to their pending loan maturity and to sell them ancillary products is imperative to the continued growth of MCAP. This position is assigned a segment of upcoming maturities each month. These loans are the exclusive responsibility of the Renewal Account Manager. Contacting borrowers potentially in advance of, and throughout the 90-days prior to their maturity date. The Account Manager is empowered to make rate offerings, discount terms, and offer incentives to retain business. This position involves working a wide range of hours deemed to be the best fit for reaching the assigned portfolio of customers. The typical workday ranges from 8:00AM-8:00PM local time. Being on the frontline, this role will have the opportunity to hear what customers are saying about MCAP products and services, as well as about policies and procedures at renewal / payout.

Requirements

Bilingual French and English required
Sales experience
Experience in the finance/mortgage industry
Contact Centre/Retention
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.
High School degree (or equivalent)

Nice To Haves

Mortgage Agent Course (preferred)

Responsibilities

Prioritize maturities assigned, determining the best contact strategy to reach borrowers
Make outbound contact (phone/email) with the assigned list and entice the customer to stay with MCAP for their upcoming mortgage renewal
Send personalized offers to borrowers based on conversations
Handle enhanced rate negotiations with borrowers during renewal period
Focus on profitability – gear customers into terms desired by MCAP
Promote MCAP products/services, discussing conversion, refinance and HMP opportunities
Provide feedback and insight to management through different methods of rate intelligence information gathering.