Broker Relationship Manager
Toronto, ON, CA
1d ago

Requisition ID : 84068

Join the Global Community of Scotiabankers to help customers become better off.

Purpose of the job :

The Broker Relationship Manager is responsible for growing residential mortgage business from a designated portfolio of Mortgage Brokers.

Within the SMA customer segmentation model (Achiever, Builder and Starter tiers of brokers), BRMs will focus their attention on assembling and growing a portfolio of Achiever brokers, developing relationships with and providing them with high levels of service including underwriting activities.

BRMs will also assist the bank in meeting its’ targets with respect to cross selling other bank products to the mortgage customers.

Major Accountabilities :

1. Business Development : Within a defined geographic territory, promote growth of profitable residential mortgages through effective business development by :

  • Managing existing relationships within a designated portfolio of Achiever Mortgage Brokers to ensure that the Bank earns a reputation for providing the highest level of prompt and attentive service in the industry and the Bank represents the first choice of mortgage lenders by the mortgage brokerage community
  • Developing new business relationships by prospecting for and attracting successful mortgage brokers who are not currently dealing with the bank at the Achiever level as well as with graduates to the Achiever level acquired from the BDM pool
  • Planning, scheduling and conducting sales / product and policy presentations and regular follow-up communications with key brokers to strengthen existing relationships and establish new relationships when required, and further our success in meeting the bank’s goals for growth of the mortgage portfolio and cross selling other bank products
  • Developing a thorough knowledge of mortgage products, policies and procedures, to facilitate promotion of our offerings with mortgage brokers and their customers
  • Developing a thorough knowledge of the Bank’s retail products, policies and procedures, to facilitate cross selling the products to mortgage customers through mortgage brokers
  • Maintaining an in-depth knowledge of the pertinent real estate market, competitive innovations, as well as trends and developments that might influence market dynamics
  • Representing the Bank at industry-related meetings and events.
  • 2. Relationship Management : Build, manage and monitor ongoing relationships with the established portfolio of brokers to encourage growth in mortgage referrals with the desired outcome being the retention and growth of the Broker within the Achiever Tier, through :

  • Maintaining an appropriate level of regular contact with the established broker portfolio based on projected achievement levels, through various mediums suitable to and designed to meet the needs of each specific broker / office on the BRM’s list of Achiever Brokers
  • Gathering and maintaining current information on each to optimize relationship building as appropriate
  • Developing and tailoring customer service and sales activity, to be specific to meeting the needs of the targeted market, more specifically to their Achiever Brokers
  • Directing level of energy based on performance to ensure the needs of the identified key potential referral sources are understood and that we are meeting their specific needs
  • Providing support tools to assist brokers with their client interactions (product information, pricing and ways to counter objections and solidify deals)
  • Developing Broker knowledge of our products, policies and processes to improve the efficiency of each broker relationship including Look-to-book ratios, reduced frequency of amendments and reduction in broker error
  • Tracking and monitoring broker performance for improvement of efficiency or managing appropriate action in the event that all efforts to improve fail
  • 3. Underwriting : Contribute to the effective processing and approval of mortgage applications by :

  • Effectively communicating Bank lending policy and procedures to brokers, and so instil a thorough knowledge of our lending requirements and qualifying parameters
  • Determining and obtaining all pertinent credit information such as proof of income, down payment confirmation, etc., and conducting appropriate due diligence thereon in order to meet the Bank’s credit and quality standards, including anti-money laundering and anti-terrorist financing standards, and maintaining the bank’s desired reputation with the public and regulators
  • Accurately reviewing and if needed, correcting data electronically supplied by Achiever Brokers, inputting data to computer underwriting program and reviewing the merits of the application, and determine a pass , fail or further consideration decision for each mortgage application
  • Within a designated discretionary limit for mortgage applications which are passed by the system, approve or decline mortgage transactions and recommend to a higher level those which are qualified for further review if the incumbent considers them to be credit worthy
  • Issuing and following-up on commitments
  • Obtaining Mortgage Insurer approval for insured loans
  • Ordering and reviewing appraisals for conventional mortgages, if required
  • Assembling, analyzing and ensuring receipt of all relevant information and documentation prior to onward submission of the file to the Mortgage Funding Department for timely instruction to solicitors
  • With the assistance of statistical information provided by the supervisor or other areas of the Bank, monitor mortgage broker and mortgage borrower performance and take appropriate action to ensure that sub-standard performance is corrected or if it is not, take appropriate action to terminate the relationship with the mortgage broker
  • Monitor mortgage broker activities and bring any activities which appear worthy of further investigation to the attention of appropriate Bank officers (supervisor or S&I)
  • 4. Customer On-Boarding / Cross-sell facilitation : Facilitate the development of customer acquisition and associated cross-sell opportunities by :

  • Ensuring Mortgage Brokers are familiar with the Bank’s Cross-sell program and desire to promote multi-product customers commencing with the Broker Sales Process
  • Conducting meetings with Achiever Brokers in regards to partnering with SMA to provide a warm hand off to Scotiabank branches of clients on closing.
  • Conducting sales presentations with respect to non-mortgage bank retail products in order to educate the assigned brokers in how to cross sell other bank products and to obtain the cooperation of the assigned brokers in doing same

    5. Ensure the delivery of a high standard of customer service and foster overall customer satisfaction that is consistent with the Scotia Service Standards and Complaint Resolution Standards and Procedures by :

  • Facilitating prompt turnaround times and ensuring accuracy, courtesy and knowledgeable service when dealing with mortgage brokers and their office staff
  • Maintaining the confidentiality of Bank and customer information
  • Being fully aware of and complying with Bank’s Privacy Code and Guidelines for Business Conduct
  • Education & Work Experience :

  • Extensive experience in residential mortgage underwriting
  • Knowledge of and experience in dealing with mortgages generated by Mortgage Brokers and the mortgage broker industry in general
  • Expert knowledge of Bank mortgage products, and all the policies / procedures, relating to the credit adjudication and funding of the products
  • Proven interpersonal and communication skills to deal with the demands of mortgage brokers and to be able to tactfully relay unpopular messages
  • Sound organizational skills with ability to prioritize and give close attention to detail
  • Thorough knowledge of the pertinent Real Estate market, competitor innovations, trends and developments
  • Thorough knowledge of mortgage related products (Mortgage Insurance / Insurance, other credit products, deposit products and etc.)
  • Knowledge of Bank external marketing programs
  • Thorough knowledge of broker compensation
  • Dimensions :

  • The incumbent will be expected to develop a portfolio of a size which will permit them to consistently cover their target level of funding after 6 months on the job
  • Mortgage brokers in the portfolio should meet the requirements of Achiever status after a short time of inclusion in the portfolio or they should be assigned to the BDM pool or dropped from SMA approved list altogether
  • The incumbent shall not add any mortgage brokers to their portfolio without the approval of their supervisor, after the required broker sign-up and check has been completed and shall not have more mortgage brokers in the portfolio than they can properly service without jeopardizing the Bank’s reputation for industry leading service levels
  • After becoming mature in their position (say 18 to 24 months on job) a successful Broker Relationship Manager should fund on average about 40 mortgages per month
  • Working Conditions :

    The incumbent will work from home and will provide a suitable space in order to permit them to conduct business without distraction or intrusion upon the privacy of any customer materials.

    The space should not need to be utilized for mortgage broker meetings.

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