Mortgage Specialist - Internal Sales

Mortgage Specialist - Internal Sales

Toronto, ON

The Internal Sales Specialist serves as the primary point of contact for borrower retention. This role involves engaging with customers who are exploring options like converting, early renewing, refinancing, or porting their mortgages. The specialist will offer expert guidance and proactive advice on our full range of residential mortgage products, focusing on understanding each client's needs while delivering exceptional customer service. All customer interactions will be conducted via phone, email, or fax. The Internal Sales Specialist is expected to respond promptly and adhere to internal guidelines.

Regular working hours are from 9:00 am to 5:30 pm, but flexibility is required as you may be asked to work extended hours when needed. You must be open to working shifts within our operating hours of 8:30 am to 8:00 pm EST, should schedule changes arise in the future. This position follows a hybrid work model, currently requiring three days in the office (Tuesday to Thursday), with potential adjustments based on business needs. Compensation for this role is structured with a base salary plus commission.

Role & Responsibilities:

• Manage inbound and outbound calls from existing mortgage customers, addressing their mortgage needs and identifying retention opportunities.
• Reach out to borrowers who have requested a mortgage transfer or payout, as well as those identified as potentially initiating a trigger event that may lead to a future payout.
• Assess customer needs and priorities to ensure the best advice and solutions are provided.
• Offer tailored mortgage solutions by leveraging in-depth knowledge of all CMLS Financial products.
• Exercise sound judgment in utilizing available tools and resources to retain customers effectively.
• Review applications, credit details, and any necessary documentation for submission to underwriting for approval.
• Follow up on any outstanding conditions until a deal is finalized.
• Effectively manage mortgage leads for mid-term liquidations, ensuring high client retention rates.
• Maintain comprehensive and accurate records of all retention efforts.
• Accurately calculate penalties and other financial figures.
• Provide feedback to management regarding customer comments and market insights to aid decision-making.
• Meet or surpass established retention targets.
• Provide regular status updates, follow up for necessary documentation, and report on progress.
• Demonstrate tact and diplomacy in daily operations, ensuring a consistently high level of customer service and excellence.
• Perform other mortgage administration tasks as needed and assist with special projects as assigned.
• Proactively call out assigned lists for promotions or those identified at risk

Skills & Experience:

• Bilingual (English & French) is considered an asset.
• You have completed an undergraduate degree in a relevant field such as finance, business administration, real estate, or a related discipline.
• You possess prior mortgage experience and over 2 years of sales experience, preferably within the financial services industry, with a strong results-driven focus.
• You have successfully completed the Provincial Mortgage Agent Course or are willing to complete it immediately upon hire.
• You have intermediate proficiency with Microsoft Office suite products.
• You have strong customer service skills that foster relationship-building, leading to high levels of client satisfaction and retention.
• You have excellent communication skills, both written and verbal, and can work independently or collaboratively within a team.
• You demonstrate strong mathematical skills.
• You show professionalism, sound judgment, and integrity in daily operations.
• You can manage high-volume tasks in a fast-paced environment.
• You have exceptional time management skills and can adapt to frequent changes.
• You are able to think creatively and find innovative solutions.
• You have a solid understanding of general underwriting guidelines and policies.
• Familiarity with mortgage regulations, policies, and industry trends to provide informed guidance.
• Strong persuasive skills to retain clients, offering tailored solutions that align with their financial needs.

Benefits and Perks

• Some of the benefits we offer at CMLS are:
• Health and Wellness Spending Accounts
• Health, Drug, Vision, and Dental benefits
• Paid vacation, sick days, and personal days (in addition to all civil and statutory holidays)
• RRSP Matching Program
• Maternity / Parental Leave Top Up Program 
• Discounted gym memberships
• Travel assistance and EAP
• Business Casual dress code
• Company social events + sport teams
• Hybrid work arrangements
• And more!

Meet your team!

Reporting to the Manager - Internal Sales, Residential Mortgages, you will have the support of an energetic team of Residential Mortgage Internal Sales specialists:

“Our Internal Sales team is about more than just retaining clients. We have a direct influence on not only ensuring we maintain our book of business, but also in assisting our clients meet their financial goals and purchase a home for themselves and their families is deeply rewarding.”

“This is a close, energetic team that thrives on helping customers make the right mortgage decisions for them. This blend of service, sales and underwriting makes it an engaging and exciting place to work.”

Who are we?

Established in 1974, CMLS Financial is the leading provider of capital solutions for commercial property owners, developers and real estate investors. We have over 50 years of experience, 30,000 clients, $45 billion in assets under administration, and offices coast to coast. Some of Canada's most prominent banks, investment managers, insurance companies, and pension funds rely on CMLS Financial for a variety of critically important services. Building on our solid foundation of financial strength and experience, we continue to deliver unparalleled capital solutions for all our clients needs.

You will love working here

Employees tell us that they love that we strike the balance in creating an incredibly professional, yet dynamic and enjoyable corporate culture. We work in a fluid and fast-paced environment that is supportive of energetic and motivated individuals who pride themselves on being flexible and results-driven. Our employees are able to gain valuable industry exposure, lots of learning opportunities, and truly impact the business. We are committed to providing our people with a challenging and rewarding career because our employees are what set us apart and we know it.

Equal Opportunity Employer

CMLS Financial is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations are available on request for candidates taking part in all aspects of the selection process.

We want to hear from you!

If you are confident that you would be a strong asset to our team, submit both a cover letter and resume today! We thank all applicants for their time in applying, however we will only contact those selected for an interview. Consideration of applications will begin immediately and continue until the position is filled.