Client Experience & Mortgage Operations Administrator
Top Benefits
About the role
Client Experience & Mortgage Operations Administrator
Location: Vancouver, BC
Pivot HR Services is pleased to present this Client Experience & Mortgage Operations Administrator role on behalf of our valued client, Pilot Mortgage Group.
About Pilot Mortgage Group
Pilot Mortgage Group is one of Canada’s top-ranked mortgage brokerages, proudly serving clients for over 20 years. We help Canadians build wealth through real estate by delivering proactive, personalized mortgage advice. Our team works with over 50 lenders—including major banks, credit unions, and mortgage banks—to find the best solutions for our clients.
We’re not just mortgage experts—we’re trusted partners in our clients’ financial journeys.
The Opportunity
We’re looking for a detail-oriented, dependable, and people-focused team member to join us as our new Client Experience & Mortgage Operations Administrator . You’ll play a critical role in making sure our mortgage files are completed smoothly and that our clients feel supported from start to finish.
What You’ll Do
- Communicate with clients to collect outstanding documents at various stages of the process
- Track and submit documents to lenders to meet all file conditions and deadlines
- Monitor lender condition lists and flag missing or unreasonable requests
- Keep all stakeholders (clients, underwriters, lawyers, and realtors) informed on status
- Collaborate closely with our Account Manager to ensure files are complete 10 business days before closing
- Keep our CRM system and file notes fully updated
- Deliver a high standard of client communication and service
- Support the post-funding process by ensuring all documents are finalized and files are closed out properly
What We’re Looking For
- 1+ years of administrative experience (mortgage or financial services preferred)
- Excellent written and verbal communication skills
- Strong organization and time management with attention to detail
- Ability to manage multiple priorities under pressure
- Comfortable using email, calendars, and CRM systems (training provided)
- A team player who takes initiative and delivers a great client experience
What We Offer
- A supportive, high-performance team environment
- Ongoing training and mentorship
- Competitive salary ($45,000–$55,000 depending on experience)
- Quarterly performance-based bonuses
- Performance-based rewards tailored to your passions—like travel, hobbies, or wellness
- Health and dental benefits
- Paid vacation and personal wellness days
- Work-from-home flexibility or a hybrid option based out of our Vancouver office
- Opportunities for career growth as we continue to scale
Commitment to an Equitable and Inclusive Workplace
We greatly appreciate interest from individuals belonging to equity-seeking groups, and we encourage individuals to self-identify if they wish.
We strive to ensure that our online application system and recruitment process are accessible to individuals with different abilities, and we have various accommodations available if you need them. If at any point during the application and/or recruitment process you require an accommodation, please do not hesitate to reach out to us at info@pivothrservices.ca
About Pivot HR Services
At Pivot, we get to know you so that we can provide the best customized HR services that will fit your organization’s culture, budget, and goals. We are your go-to for all of your HR needs, whether that's regular on-site visits or providing advice - we deliver what you need. Here are the different ways that Pivot can help:
o Projects (ie. design a new pay system or develop an employee handbook)
o Temporary HR solutions (ie. help with hiring crunch or write employment contracts)
o On-call advisory support (give us a call and we will provide timely recommendations and the resources you
need to resolve HR issues)
o On-going partnership (we work in your organization to perform the HR services you need on an a regular basis)
Client Experience & Mortgage Operations Administrator
Top Benefits
About the role
Client Experience & Mortgage Operations Administrator
Location: Vancouver, BC
Pivot HR Services is pleased to present this Client Experience & Mortgage Operations Administrator role on behalf of our valued client, Pilot Mortgage Group.
About Pilot Mortgage Group
Pilot Mortgage Group is one of Canada’s top-ranked mortgage brokerages, proudly serving clients for over 20 years. We help Canadians build wealth through real estate by delivering proactive, personalized mortgage advice. Our team works with over 50 lenders—including major banks, credit unions, and mortgage banks—to find the best solutions for our clients.
We’re not just mortgage experts—we’re trusted partners in our clients’ financial journeys.
The Opportunity
We’re looking for a detail-oriented, dependable, and people-focused team member to join us as our new Client Experience & Mortgage Operations Administrator . You’ll play a critical role in making sure our mortgage files are completed smoothly and that our clients feel supported from start to finish.
What You’ll Do
- Communicate with clients to collect outstanding documents at various stages of the process
- Track and submit documents to lenders to meet all file conditions and deadlines
- Monitor lender condition lists and flag missing or unreasonable requests
- Keep all stakeholders (clients, underwriters, lawyers, and realtors) informed on status
- Collaborate closely with our Account Manager to ensure files are complete 10 business days before closing
- Keep our CRM system and file notes fully updated
- Deliver a high standard of client communication and service
- Support the post-funding process by ensuring all documents are finalized and files are closed out properly
What We’re Looking For
- 1+ years of administrative experience (mortgage or financial services preferred)
- Excellent written and verbal communication skills
- Strong organization and time management with attention to detail
- Ability to manage multiple priorities under pressure
- Comfortable using email, calendars, and CRM systems (training provided)
- A team player who takes initiative and delivers a great client experience
What We Offer
- A supportive, high-performance team environment
- Ongoing training and mentorship
- Competitive salary ($45,000–$55,000 depending on experience)
- Quarterly performance-based bonuses
- Performance-based rewards tailored to your passions—like travel, hobbies, or wellness
- Health and dental benefits
- Paid vacation and personal wellness days
- Work-from-home flexibility or a hybrid option based out of our Vancouver office
- Opportunities for career growth as we continue to scale
Commitment to an Equitable and Inclusive Workplace
We greatly appreciate interest from individuals belonging to equity-seeking groups, and we encourage individuals to self-identify if they wish.
We strive to ensure that our online application system and recruitment process are accessible to individuals with different abilities, and we have various accommodations available if you need them. If at any point during the application and/or recruitment process you require an accommodation, please do not hesitate to reach out to us at info@pivothrservices.ca
About Pivot HR Services
At Pivot, we get to know you so that we can provide the best customized HR services that will fit your organization’s culture, budget, and goals. We are your go-to for all of your HR needs, whether that's regular on-site visits or providing advice - we deliver what you need. Here are the different ways that Pivot can help:
o Projects (ie. design a new pay system or develop an employee handbook)
o Temporary HR solutions (ie. help with hiring crunch or write employment contracts)
o On-call advisory support (give us a call and we will provide timely recommendations and the resources you
need to resolve HR issues)
o On-going partnership (we work in your organization to perform the HR services you need on an a regular basis)