Retention Specialist

Retention Specialist

Full Time | Mid-Level | Reports to the Team Leader, Retention

Position Summary

Reporting to the Team Leader, Retention, the Retention Specialist is responsible for managing the renewal and retention of existing mortgage clients. The role focuses on proactive client outreach, relationship management, and offering competitive renewal solutions to maximize portfolio retention and customer satisfaction.

KEY RESPONSIBILITIES

Client Retention & Renewals:

• Proactively manage a pipeline of upcoming mortgage maturities.
• Contact clients in advance of renewal dates to present renewal options and retain business.
• Assess client needs and financial situations to recommend appropriate mortgage solutions.
• Negotiate rates and terms within approved pricing guidelines to secure renewals.

Relationship Management:

• Build strong relationships with existing clients to enhance loyalty and long-term retention.
• Deliver a high-quality, customer-centric experience throughout the renewal process.
• Address client questions, concerns, and objections effectively.

Pipeline & Sales Management:

• Maintain and manage an active retention pipeline using CRM and mortgage systems.
• Track all client interactions, renewal opportunities, and outcomes accurately.
• Meet or exceed retention, conversion, and volume targets.

Compliance & Documentation:

• Ensure all activities comply with internal policies, underwriting guidelines, and regulatory requirements.
• Maintain accurate and complete documentation for all renewal transactions.
• Adhere to fair lending and disclosure requirements.

REQUIREMENTS

• 2–5 years of experience in mortgage lending, banking, or financial services
• Experience in renewals, retention, or customer relationship management is preferred
• Experience in mortgage fulfillment and underwriting is preferred.
• Strong understanding of mortgage products (fixed, variable, insured, uninsured)
• Familiarity with Canadian lending practices and regulatory expectations
• Strong sales and negotiation skills
• Excellent communication and interpersonal abilities
• Customer-focused with strong relationship-building skills
• Results-driven with ability to meet retention and conversion targets
• Strong organizational and time management skills
• Ability to handle multiple files and deadlines in a fast-paced environment

What You Need to Know

At WealthONE, our people are our greatest asset. You’ll become part of a diverse and growing team that acknowledges everyone’s unique talents to do what’s right for the client, and to do it well.  As part of our team, you will:

• Thrive: Benefit from an open and approachable culture that provides the flexibility and support you need to integrate your life at work and at home.
• Connect: Work in a place that fosters creativity and collaboration.
• Develop: Apply your skills and grow your career in a young, fast-growing environment.
• Prosper: Share in our collective success with a competitive salary, incentive pay, and excellent health benefits program.

WealthONE is an equal opportunity employer committed to creating an inclusive environment where all team members and clients feel like they belong.

This position is hybrid with a 2 days per month in-office requirement.

To learn more, please visit us at Wealth One Bank of Canada - About Us