Manager, Retention - Optimum Mortgage (12 month term)

CWB Financial Group - Edmonton, AB (30+ days ago)

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CWB Financial Group is a diversified financial services organization providing specialized service in business and personal banking, trust, and wealth management across Canada. Our approach to business is straightforward: we work hard and with integrity, we practice common-sense thinking, we’re accountable for our actions, and we care about our people. We’re incredibly proud of the work we do every day to help our clients grow their businesses, manage their money and realize their financial potential! Learn more at .

Optimum Mortgage is the residential lending division of Canadian Western Bank and we are the fastest growing business in the company! We are looking for individuals to join our growing team who are hardworking, confident and has an entrepreneurial spirit. Optimum Mortgage is a place someone like you can grow your career, so check out the details about this exciting opportunity.

Our mortgage retention is crucial to business unit success in achieving budget growth and profitability targets. We are seeking a Manager, Retention to provide leadership to the mortgage retention team and drive a sales-oriented culture

Are you a results-driven leader? Do you have skills in communication and teamwork? Do you thrive in a lightning quick, rapidly evolving environment and love nothing more than finding ways to overcome a challenge? If you found yourself saying “that’s me!” then we want you to come work at Optimum Mortgage.

What you will be responsible for:
Manage all sales activities related to a $1 billion+ (annual) maturing loan book to ensure mortgage renewal and growth targets are met.
Responsible for the pricing of all mortgage renewals to ensure retention rates are balanced with mortgage yields.
Identify & implement internal refinance strategies & programs to increase the amount of refinanced funds annually.
Identify & implement specific strategies to reduce mortgage payouts on an ongoing basis.
Ensure all mortgage retention activities are conducted in a manner that reflects the Optimum Mortgage values of on-time & accurate service.
Review referral files from Retention Specialists, and provide a pre-approval to the Underwriting team. Be the main point of contact for the adjudicators on concerns or questions relating to the referred files.
Act as a first point of contact for mortgage retention escalations & complaints.
Design & implement process improvements to drive increase to retention volumes and maintain proper yield.
Develop a strategy for upselling and cross-selling CWB products and services to existing clients.
Manage all daily process requirements to ensure mortgage retention activities are completed to required standards (as outlined in the C-34 and CT-36 lending policies, regulatory requirements, etc.)
Manage all mortgage retention reporting requirements.
Provide formal and informal coaching/mentorship to direct reports and provide necessary sales and service to achieve departmental performance targets

Essential Education & Professional Experience
Diploma/Degree in a business-related field or related work experience in the financial services/mortgage industry.
Minimum five years of experience, including management experience in the financial services industry with a demonstrated history of exceeding performance targets, residential mortgage underwriting experience.

Essential Personal Competencies
Ability to lead & develop employees in a positive and highly effective team environment.
Strong knowledge of mortgage products such as Conventional mortgages, High-Ratio Insured mortgages, and HELOC products.
Solid knowledge of C-34 and CT-36 lending policies and required operational procedures.
Demonstrated ability to produce high quality work, while working independently and with minimal supervision.
Excellent interpersonal skills and with proven ability to work in a collaborative environment.
Excellent organizational skills and attention to detail with the ability to meet critical deadlines.
Excellent written & verbal communication skills.
Intermediate knowledge of Microsoft Excel and experience with other Microsoft Office products.

We put our People First at CWB by offering:
Competitive base salary.
Career growth. We are passionate about investing in our employees’ development and supporting them in reaching their professional goals.
An award-winning benefits packages that includes 100% company-funded health coverage (dental, vision and prescriptions), health care spending account, a flexible wellness program and cwbalance day (extra day off with pay).
Company ownership: Every employee has the opportunity to be an owner with our employee share purchase plan (ESPP) and we will match a portion of your contributions to help you build your share ownership faster.
Matching employer contributions to your retirement savings.

Closing Date:
  • P osition closes at 12:01am on indicated close date

Inclusion & Diversity

CWB Financial Group is committed to being an equitable employer, providing an inclusive environment for a diverse workforce, including but not limited to, women, persons with visible and invisible disabilities, Indigenous persons, gender and sexual minorities, and ethnic visible minorities. We believe that inclusion has power. In fact, that’s one of our values. We know that diverse teams unleash new ideas and perspectives. We work to create an organization where people can be proud of who they are, and allies for those around them. We know that there is power in our differences and we are committed to providing equitable treatment to all employees, applicants and clients. And beyond that, we celebrate our people and those differences.

We're proud to have built a culture that thrives on idea-sharing and collaboration, and we're always finding ways to continue to create a warm, welcoming and inclusive work environment. We have a strong ethics program, a mandatory Respect in the Workplace eLearning program, comprehensive policies related to employment equity, and a strategy and an going strategy to ensure diversity and inclusion thrives at CWB.


CWB Financial Group is committed to providing all applicants with equal accessibility. Believing that inclusion has power, we strive to create an accessible environment for all, focused on the principles of independence, dignity, and equality. If you require adjustments as part of the recruitment and selection process (from application to offer) please submit your request here and one of our recruiters will reach out to you directly.