Bilingual Renewal Advisor

Join a Challenger

Being a traditional bank just isn’t our thing, so we challenge ourselves to get creative in providing innovative banking solutions for Canadians.

How do we get there? With a talented team of inquisitive and agile challengers that break through the status quo. So, if you’re passionate about redefining the future of banking—while having fun—this could be your next big opportunity.

Our company continues to grow, and today we serve more than 780,000 customers across Canada through Equitable Bank, Canada’s Challenger Bank™, and have been around for more than 50 years. Equitable Bank’s wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members. Together we have over $138 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people’s lives.

Our customers have named our EQ Bank digital platform  one of the top banks in Canada on the Forbes World’s Best Banks list since 2021.

The Bilingual Renewals Advisor (English and French) is responsible for establishing and maintaining a professional relationship with customers and/or brokers for residential mortgages approaching maturity and/or presenting mid-term retention opportunities. The Advisor must complete a complete review of each mortgage, assess customers’ needs, provide necessary information, and negotiate renewals with the ultimate goal of retention, while delivering best-in-class customer service and adhering to the Bank’s set policies and procedures.

• Proactively establish and maintain contact with customers for the assigned portfolio of mortgages, positively representing the Bank through the renewal process with a strong emphasis on superior customer service, ultimately with the goal of retaining them as Equitable Bank customers. This includes the ability to work professionally with authorized mortgage brokers.
• Negotiate all types of renewals as assigned (early, term, conversions, extensions) within a predetermined pricing range, attempting to offer the customer the best product while maximizing the Bank’s profit, while adhering to the underwriting criteria, timelines, and other policies and procedures.
• Assess customers on an individual basis, making knowledgeable recommendations that are best suited to address their needs whilst maintaining and upholding the Bank’s interest. This includes monitoring mortgages that no longer meet Equitable Bank’s risk assessment standards, working with these customers and/or third parties (brokers/lawyers) to ensure that they can transition in an efficient and timely manner.
• Be self-directed and organized, able to balance and upkeep the day-to-day maintenance of the assigned portfolio. This includes adhering to contact and processing timeline expectations.
• Prepare loan renewal documents for customers, processing said documents once signed and returned.
• Ensure all procedural and compliance requirements are met to minimize the Bank’s exposure to risk and that all documents meet legal requirements and are electronically stored correctly for future reference.
• Ensure all actions to the account are accurately and consistently documented.
• Ensure the account has met all Anti-Money Laundering and Anti-Terrorist Financing requirements as stipulated by procedures to minimize the Bank’s exposure to risk.

• Completed post-secondary program in a related discipline and/or 2-3 years of experience in a related field.
• Bilingual (English and French).
• Superior interpersonal and communication skills, both written and verbal.
• Strong decision making and problem-solving abilities.
• Ability to perform under pressure; self-motivated to meet tight deadlines.
• Basic mathematical skills.
• Exemplary analytical abilities.
• Strong customer service and negotiation skills.
• Computer literate (MS Outlook, MS Word, MS Excel).
• Results/goal achievement oriented.
• Ability to seamlessly balance multiple priorities simultaneously; organized multitasking.
• Agility; being able to adapt to fluctuating portfolio volumes and retention strategies.
• Working knowledge of residential…