Loyalty Lead Coordinator

Provides reliable administrative and operational support to Mortgage Loyalty by completing routine to moderately complex renewal and servicing activities accurately, efficiently, and within established service standards. The role coordinates file and client-related follow-up, maintains complete records, and supports specialists in delivering a timely and seamless client experience. The position applies established procedures, resolves routine issues, and escalates exceptions or risks appropriately.

Position Responsibilities:

• Process routine to moderately complex administrative requests related to mortgage renewals, retention, servicing, documentation, client follow-up, and file movement in accordance with established procedures, authorities, and service standards.

• Review files and requests for completeness, accuracy, and consistency; obtain or coordinate missing information and follow through until the item is completed, transferred, or formally escalated.

• Update applicable systems, work queues, shared inboxes, trackers, and client records with clear, accurate, and timely documentation.

• Prepare and distribute approved correspondence, forms, reports, and supporting documentation within established authority.

• Monitor assigned work and shared workflows, prioritize time-sensitive items, and contribute to service-level and backlog management.

• Coordinate with Loyalty specialists, leaders, operations partners, and other internal teams to progress files and resolve routine issues.

• Provide professional support through approved channels and refer advice, negotiation, commitments, or decisions outside the role’s authority to the appropriate specialist or leader.

• Recognize and promptly elevate policy exceptions, unresolved system issues, and potential privacy, fraud, compliance, documentation, or client-impacting concerns.

• Identify recurring processing issues, defects, knowledge gaps, or manual workarounds and raise them to the appropriate leader or subject-matter resource.

• Protect client information and comply with applicable privacy, security, quality, risk, and regulatory requirements.

• Participate in training, team huddles, cross-training, and process updates to maintain current knowledge and support changing business priorities.

Required Qualifications:

• College diploma or an equivalent combination of education and relevant experience.

• Relevant experience in administration, operations, customer service, lending, or financial services.

• Demonstrated accuracy, organization, prioritization, and ability to manage multiple work items in a service-level-driven environment.

• Clear written and verbal communication skills and the ability to work effectively with internal partners and clients, where applicable.

• Comfort working across multiple systems and the ability to learn new processes, applications, and procedures.

• Demonstrated ability to recognize authority limits, elevate appropriately, and respond constructively to coaching and change.

• 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, lending, banking, renewals, retention, servicing, or a contact-centre environment.

• Working knowledge of mortgage terminology, documentation, and renewal or servicing processes.

• Experience with workflow queues, shared inboxes, document management, reporting, quality checks, or operational controls.

• Demonstrated ability to remain calm, adaptable, and client-focused during periods of high volume or change.

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being…