POSITION SUMMARY

Retaining customers is the primary responsibility of this position. This role implements client retention strategies across multiple channels to retain business, maximize revenue opportunities, and achieve or exceed loyalty objectives. The role works closely with internal cross‑functional teams (sales, client relations, data analytics) to identify high‑value clients with retention and upsell opportunities and propose solutions based on an understanding of client needs, providing excellent customer service with sharp business acumen.

MAJOR ELEMENTS OF THE ROLE

Manages multiple clients referred by Client Relations, Sales, or other cross‑functional teams, as well as proactively contacts select customers to review their financial situation and mortgage needs.

Takes initiative to identify issues, report customer concerns, and identify gaps and ways to improve retention.

Promotes and presents rationale to selected clients on how H...