Scope of Position

The Broker Channel Onboarding Specialist is responsible for bridging the process of Mortgage Broker Channel prospects becoming full-fledged Alterna members. This includes the preparation and verification of onboarding documents presented to Broker Channel prospects for signing as well as answering questions and addressing pre-funding mortgage related issues. As a dedicated member contact, the role is essential in facilitating a smooth introduction for Broker Channel members to their newly assigned administrative branch. The position will involve developing and managing cross functional relationships with prospect members, mortgage brokers, Intellifi underwriters/funders, branch staff and Credit Operations.

Major Responsibilities

• Ensure Broker Channel prospects are contacted within SLA relative to closing date

• Prepare membership account documents for signing from WealthView, and verify accuracy.

• Discuss membership account documents and Docusign process with Broker Channel prospects, answering all related questions.

• Confirm all KYC and AML requirements are met in setting up memberships

• Be a dedicated point of contact for Broker Channel prospects until closing date, and remaining so in addressing any issues related to the mortgage closing afterwards.

• Effectively and resourcefully anticipate and solve problems related to details of each account set up, by being the hub that connects all the touch points at a closing stages.

• Manage escalations ensuring appropriate resolutions are achieved.

• Maintain an ongoing and comprehensive understanding of all residential secured lending related products, services, policies and procedures. Including updated pricing and promotions.

• Develop and maintain tracking of workload volumes by various completion stages

• Develop and maintain positive relationships with key internal and external stakeholders to drive best practices throughout the organization.

• Attend and actively participate in team meetings, initiatives and campaigns

• Propose changes to policies and procedures that will improve the onboarding experience for new members and make the process more efficient, while continuing to meet regulatory and legal requirements

• Be proficient in the use of technologies that support the lending process (including, Wealthview, D&H Express, FCT, Excel and docusign etc.)

Qualifications

Education / Certifications/ Experience

• Post-secondary education and related experience in a financial institution
• 3-year experience in a member service-related position
• Retail Credit experience of at least 3 years, with a focus on compliance requirements for supporting documentation
• Excellent Knowledge of Retail Mortgage Lending documentation and procedures, CMHC and GE programs. Knowledge of Alterna policies, procedures and processes.

Good understanding of Alterna OCP guidelines

Knowledge / Skills

• Strong knowledge of Alterna Savings residential secured lending practices and procedures

• Good understanding of the mortgage broker industry and mortgage products in general

• Proficient in using WealthView

• Intermediate knowledge of Excel, Word, and Adobe.

• Experienced with navigating LMS360

• Excellent written and oral communication skills

• Ability to multi-task and adapt to shifting/changing priorities

Competencies

• Excellent problem-solving skills

• Self-starter with ability and initiative to address current issues until fully resolved

• Effective interpersonal, communication and teambuilding skills

• Ability to work independently, professionally and under pressure

• Committed to delivering excellent member/client service

• Detail oriented

• Team-player actively sharing knowledge and experience

About Alterna Savings

Alterna Savings and Credit Union Limited (Alterna) has delivered The Good in Banking® for over 115 years creating financial services that transform lives for the better, all while giving back to our community. Alterna is made up of Alterna Savings and Credit Union Limited and its wholly owned subsidiary, Alterna Bank.

Alterna is the first full-service, member-owned cooperative financial institution outside Quebec, sharing its expertise with over 210,000 members through a network comprised of 40 branches across Ontario, a call centre and multiple digital channels. Members and customers also benefit from an industry-leading online brokerage and investment management services.

To learn more about Alterna Savings, please visit alterna.ca, X, Facebook, Instagram, or LinkedIn.

Working at Alterna

We are incredibly proud of our corporate culture, embodying our core values: Collaboration, Integrity, and Respect, where everyone works together towards a common goal; the financial wellbeing of our employees, members, and customers. This commitment has earned us several prestigious employer awards, including the National Capital Region's Top Employers award for eight years running.

• We appreciate all applicants; however, preference will be given to candidates who most closely meet the qualifications, key skills, and competencies outlined above.

• Alterna is compliant with the Ontarians with Disabilities Act and our team strives to provide an accessible accommodation experience. If you have a disability and require accommodations during the recruitment process, please contact our Recruitment Team and let us know how we can accommodate you.