Job Title: Service Desk Analyst II X 2
Location: Toronto, ON (Hybrid)
Estimated Duration: 12 Months
Description:
Bilingual mortgage retention Specialist
A results-driven and customer-focused Loyalty Renewal Specialist with expertise in mortgage renewals and retention strategies. Skilled in building strong client relationships, understanding customer needs, and providing tailored mortgage solutions that enhance satisfaction and loyalty. Demonstrates strong communication, negotiation, and problem-solving abilities to guide clients through the renewal process while ensuring compliance and achieving retention targets.
Position 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
- Clearly explain mortgage terms, rates, and renewal timelines to support informed decisions
- Meet or exceed retention, conversion, and customer experience targets
Required Qualifications:
- 2–3+ years of experience in financial services, customer service, or a call center environment
- 1–2+ years of experience using CRM systems and call center tools (e.g., Salesforce or similar platforms)
- Post-secondary education in Business, Finance, or a related field (or equivalent work experience)
- Fully bilingual (French/English) : The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
Preferred Qualifications:
- Experience in mortgage renewals, lending, or banking
- Strong sales, retention, and negotiation skills
- Proven track record of meeting or exceeding performance targets
- Ability to handle high-volume workloads in a fast-paced environment
The pay range that the employer reasonably expects to pay for this position is between CA$24.00 and CA$28.00
Our voluntary benefits offering includes medical, dental, vision and retirement benefits.
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Tundra Technical Solutions is a global workforce and technology delivery firm, ranked by Staffing Industry Analysts as one of the largest in North America. At Tundra, we aren't just hiring top talent at the world's most recognizable brands; we are pioneers of social recruitment. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other legally protected characteristics. We welcome and encourage diversity in the workplace.
We use artificial intelligence tools to help our recruiters screen and assess talent. These tools do not replace human decision making in the process.
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