As part of this team dedicated to creating a positive impact on its clients, your main mandate will be to support mortgage development managers (MDMs) in all administrative activities surrounding mortgage financing, making the client experience efficient, simple and unique.  You will be based in a branch and will serve your clients remotely.

This position reports to the Residential Financing Manager.

Your main challenges:

• Provide exceptional customer service and optimize interactions with MDMs' clients regarding the technical, administrative and operational aspects of their mortgage files.
• Follow up thoroughly on client files with partners to make sure activities with a major impact on client loyalty and Bank profitability are carried out efficiently.
• Build effective business relationships with market intermediaries and ensure the follow-up of referred client files
• Assist the specialist in agreements with clients to resolve problems involving client satisfaction
• Support mortgage development managers in analyzing data and solving complex files that require in-depth knowledge of standards, activities, tools, products and services, and processes.
• Ensure compliance with the processes used and the implementation of any new policies and standards established relating to carrying out work
• Do research and analyses and make the necessary corrections to ensure transactions are executed effectively
• The incumbent must be able to identify risks inherent to Personal and Commercial Banking activities

• High school diploma and 3 years of relevant experience or college diploma and 1 year of relevant experience
• Experience in customer service
• Experience in an administrative support role on a team of residential financing advisors, an asset
• Experience in the administrative processing of mortgage loans, an asset
• Knowledge and understanding of National Bank's financial products, as well as credit standards, an asset
• Transaction knowledge and basic knowledge of investments
• Proficient with IT tools and comfortable navigating digital tools
• Good knowledge of SAP, an asset
• Excellent interpersonal skills and team spirit
• Ability to adapt to various situations
• Ability to rigorously manage several requests at the same time
• Bilingualism, both spoken and written (English and French), an asset

Your benefits

Upon hiring, you will be eligible for a wide range of benefits. In addition to competitive compensation, we offer attractive benefits for you and your family:

• Health and wellness program, including many benefits
• Flexible group insurance
• Defined benefit pension plan
• Employee Share Ownership Plan
• Employee and family assistance program
• Preferred banking services
• Volunteer program
• Telemedicine
• Virtual sleep clinic

These are just a few of the many benefits we offer. We've rolled out a number of additional measures to ensure your health, safety and wellbeing during the pandemic