Bilingual (French/English) Mortgage Retention Specialist (2–3+ years) to support client renewals and retention programs within mortgage operations- 16807

Our financial services client is seeking a Bilingual (French/English) Mortgage Retention Specialist (2-3+ years) to support client renewals and retention programs within mortgage operations- 16807

Join a customer-focused team delivering bilingual mortgage renewal and retention support within a major financial services organization. This role manages inbound and outbound client interactions, guiding customers through renewal decisions and presenting tailored mortgage solutions. It offers high visibility in meeting retention and performance targets across diverse client segments. The team operates within a collaborative, remote environment with strong peer support and structured renewal cycles.

Contract, Remote (Ontario), Hybrid - Halifax or Waterloo, Working Hours- EST

Duration: 1 Year (Chance of Extension)

Hours: 37.5 Hours Per Week

Must Haves

• 2-3+ years in financial services, customer service, or call center environment
• 1-2+ years using CRM systems or Salesforce-based call center tools
• Strong persuasion, negotiation, and mortgage communication abilities
• Fully bilingual in French and English to support clients across multiple jurisdictions
• Post-secondary education in Business, Finance, or a related field (or equivalent work experience)

Nice to Have

• Experience in mortgage renewals, lending, or banking
• Home-equity product exposure
• Ability to perform in fast-paced, high-volume settings
• Track record meeting or exceeding retention and conversion targets

Responsibilities

• Manage inbound and outbound client interactions related to mortgage renewals
• Assess customer needs and recommend appropriate renewal options and solutions
• Retain existing clients by presenting competitive rates and value-added services
• Explain mortgage terms, rates, and renewal timelines clearly to clients
• Meet or exceed defined retention, conversion, and customer experience targets
• Coordinate client follow-ups, reminders, and appointments to ensure timely renewals