Mortgage Retention Specialist, Simplii Mortgages

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

To learn more about CIBC, please visit CIBC.com

Mortgage Retention Specialist, Simplii Mortgages  

Simplii is CIBC's Canadian direct banking brand which launched on November 1st, 2017. Simplii has 2 million clients who have access to CIBC ATMs, a dedicated Simplii contact centre, and Simplii online and mobile banking capabilities. 

At Simplii, we provide a fresh approach to banking, one that isn't complicated, offers easy ways to manage money, and helps our customers reach their financial goals. Wherever and whenever our clients need to access their accounts, using their computer, mobile, or any CIBC ATM means their money is always where they are. 

What You’ll Be Doing  

You will work in the Mortgage Contact Centre team. As a Mortgage Specialist Retention, you will maximize client retention by conducting proactive business at risk calls and deepening client relationships. You will speak with at risk mortgage clients, cross sell products like insurance protection and identify any refinance opportunities. You will use Mortgage Contact Centre procedures, policies, and principles to understand client situation and assist clients with their inquiries. 

At CIBC we enable the work environment most optimal for you to thrive in your role. You can effectively perform work activities remotely, and will only be required to be on-site on an occasional basis. Details on your work arrangement will be discussed at the time of your interview.

All employees are required to meet the Agent@Home program requirements and be able to attend your primary work location within two hours’ notice for any business-related purposes.

Agent@Home Program Requirements

• Ability to work independently as an Agent @ Home with a secure workspace, in a room or office with a door that closes it off from noises and distractions. 
• Wired Internet connection, capable of continuously supporting excellent call quality and high-speed response rate (Internet connection can be connected to modem through hard cable (not wireless) with a minimum download speed of 15 mbps and upload speed of 10 mbps).
• Satellite internet providers are prohibited and cannot be used due to the impact on call quality and the stability of service.

How You'll Succeed 

• Client Engagement – Focus on client experience and connect on a personal level to make every interaction meaningful. Identify financial needs and assist clients as required. Follow up with clients that are referred by TB, Servicing team and regular downloads to ensure client is retained and effectively manage profitability. 

• Problem Solving - Listen, ask questions, and put yourself in the client’s shoes. Act like an owner by taking accountability for client issues and know when to lean on others to find the right solutions. 

• Product Knowledge – Understand Simplii's mortgage products and use your knowledge to connect clients with the right product. Explain to clients about mortgage conditions and documents required. Maintain knowledge of new products, policies, procedures, external trends and developments with issues pertaining to mortgages (i.e. Competitors' actions and legislation changes) in order to meet client needs. 

• Relationship Building - Collaborate with others to ensure clients are connected to the right people and opportunities. Work closely with retail operations, sales champions, servicing and mortgage sales team partners to ensure mortgage is renewed or refinance option is completed. 

Who you are 

• You give meaning to data. You enjoy investigating complex problems and making sense of information. You are confident in your ability to communicate detailed information in an impactful way. 
• You embrace and champion change. You will continuously evolve your thinking and the way you work in order to deliver your best. 
• You're driven by collective success. You know that collaboration can transform a good idea into a great one. You understand the power of an inclusive team that enjoys working together to bring a shared vision to life. 
• Values matter to you. You bring your real self to work and you live our values – trust, teamwork and accountability. 
• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it’s the right thing to do.
• You act like an owner. You thrive when you're empowered to take the lead, go above and beyond, and deliver results.
• Your influence makes a difference. You know that relationships and networks are essential to success. You inspire outcomes by sharing your expertise.

What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.

• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.

• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.

*Subject to plan and program terms and conditions

What you need to know

• CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact Mailbox.careers-carrieres@cibc.com

• You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.

• We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, French proficiency, MS Office). Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

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