Position Overview
We are seeking a detail-oriented and customer-focused Loyalty Support Specialist to provide advanced operational and administrative support within the Mortgage Loyalty team. This role is responsible for managing complex mortgage servicing, renewal, retention, and escalated client cases while ensuring operational excellence, risk management, and regulatory compliance.
The successful candidate will leverage strong mortgage operations expertise to investigate issues, resolve exceptions, support process improvements, and collaborate with multiple business partners to enhance customer experience and operational effectiveness.
Key Responsibilities
- Manage complex, aged, escalated, and exception-based mortgage cases from intake through resolution.
- Investigate file discrepancies, documentation issues, workflow breaks, system errors, and servicing concerns.
- Apply established policies, procedures, and controls to resolve non-routine situations.
- Assess operational and client risks, identify control gaps, and escalate concerns when necessary.
- Conduct quality reviews and peer audits to identify process deficiencies and recurring issues.
- Support onboarding, knowledge sharing, and training activities for team members.
- Develop and maintain procedures, process documentation, and job aids.
- Collaborate with Mortgage Specialists, Operations Teams, Technology Teams, Compliance, and Business Partners.
- Perform root-cause analysis on recurring defects, complaints, and manual workarounds.
- Support testing, change management, process enhancements, and operational readiness initiatives.
- Ensure adherence to privacy, security, regulatory, and risk management requirements.
- Document investigations, recommendations, decisions, and resolutions accurately.
Must haves:
· College diploma or an equivalent combination of education and significant relevant experience.
Attention to details is a must.
· Progressive experience in mortgage, lending, banking, renewals, retention, servicing, or financial-services operations.
· Demonstrated ability to investigate and resolve complex administrative issues across multiple stakeholders, processes, and systems.
· Strong written and verbal communication skills, including the ability to explain processes and document decisions, risks, and recommendations clearly.
· Demonstrated analytical, root-cause, problem-solving, quality-review, and risk-awareness capabilities.
· Ability to prioritize complex work, influence partners without direct authority, and remain effective during high volume or rapid change.
· Ability to provide peer guidance, share knowledge, and support onboarding without formal people-leadership responsibility.
-Bilingual French and English capability (written and verbal) where required to support clients across jurisdictions. At least business level
Nice to haves:
· Advanced knowledge of mortgage renewal and servicing processes, administrative controls, client documentation, and related systems.
· Experience supporting escalations, root-cause analysis, procedure development, operational reporting, testing, or change implementation.
· Experience identifying control gaps and recommending improvements to quality, efficiency, service levels, or the client experience.
· Demonstrated ability to coordinate competing priorities and resolve issues across business and technology partners.
Nice-to-Have Industry Background
Candidates from organizations such as RBC, TD Bank, BMO, Scotiabank, CIBC, National Bank, Desjardins, First National, MCAP, Equitable Bank, Canadian Western Bank, Manulife Bank, or other mortgage and financial services organizations will be highly preferred
