Spécialiste bilingue des renouvellements – Centre d’appels entrants / Bilingual Renewal Specialist - Inbound Call Centre

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Our mission is to provide a positive, empowering, and transparent property financing experience that is simple from start to finish. Our team consists of skilled technology experts, caring mortgage specialists, and a diverse marketing team, all working together to lead change in the mortgage industry.

At nesto, we're proud of 

• Our clients love our positive, empowering, and transparent mortgage financing experience.
• Our 4.5-star Google reviews talk by themselves!
• We won the 2023 & 2024 CLA Lender of the Year award, recognizing our excellence in lending services.
• Our highly skilled, diverse, and collaborative team makes everything possible!
• Our Mortgage Cloud platform gives financial institutions full access to nesto’s proprietary technology, powering a better client experience, from start to finish.

Most people call their mortgage lender because they need a human expert, not a machine, to walk them through their renewal. In this role, you’ll be that expert by answering rate questions and managing the subprime/B-lender processing that keeps our clients' financing on track.

Where You’ll Make An Impact:

• Manage Inbound Requests: Respond to all incoming phone calls and emails from clients regarding mortgage renewals, refinances, and early conversions.
• Expert Triage: Answer immediate questions about current interest rates and product options, identifying when to process a request directly and when to book an appointment with a Sales Specialist.
• Process Renewal Instructions: Take verbal instructions over the phone from clients ready to renew and move their files through the processing pipeline.
• Proactive File Review: Monitor and review client files up to 180 days prior to mortgage maturity to ensure a seamless transition and timely completion.
• Maintain Accurate Records: Document all client interactions and file updates within Salesforce and our servicing systems with a high degree of precision.
• Cross-Team Collaboration: Work closely with the Outbound and Sales teams to ensure every client receives the correct information and follow-up based on their specific needs.

What We Value:

• Two (2) years of experience in residential mortgage renewals and/or financial services sales.
• You are a natural problem-solver who doesn't just treat the symptoms; you listen closely to a client's concerns to identify the underlying issue and provide the right solution.
• You are fully bilingual (English and French) and comfortable taking verbal or email instructions and explaining complex financial details over the phone.You have a natural sales aptitude that allows you to influence borrowers to stay with nesto by highlighting the value of our rates and making the renewal process effortless.
• A team player who enjoys sharing knowledge, but can deliver results independently.
• You’re a natural with technology and can easily juggle multiple platforms like Google Workspace.
  
  

Supporting Your Life at Nesto Group:

• Health & Wellness: Comprehensive insurance (Drug, Vision, Dental) & Health and Wellness Spending Accounts.
• Mental Support: 24/7 unlimited access to telemedicine, EAP, and mental health services for you and your family.
• Time Off: 4 weeks paid vacation, plus personal/sick days and all statutory holidays.
• Future Planning: RRSP Matching Program to help you build long-term wealth.
• Family Support: Robust Maternity and Parental Leave Top-Up programs.
• Professional Growth: Education reimbursement, mentoring, and continuous training.

Diversity & Inclusion

At nesto, we believe that creativity and collaboration are the result of a diverse team. We are committed to fostering a culture of diversity, equity, inclusion, and belonging, and we strongly encourage women, people of color, LGBTQIA+ individuals, and individuals with disabilities to apply. We are committed to creating a workplace that is inclusive and welcoming to all.

Ready to Join Us?

We value your interest in Nesto Group. We review applications immediately and will continue until the position is filled. While we thank all applicants for their time, please note that we will only contact those selected for an interview.

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