The Role:Enjoy a diverse and impactful role as our Client Care & Office Administrator! You'll be responsible for providing excellent client service, by answering calls and managing client inquiries and communication. Your support will extend to our mortgage brokers and underwriters, assisting with document management and other tasks as needed to ensure a seamless experience for everyone. In addition to client interaction, administrative duties, and maintaining compliance procedures, this role offers the potential for involvement in social media management, depending on your skills and interests. If you're an aspiring or newly licensed mortgage broker, this is your foot in the door for opportunities, mentorship, and training!

Key Responsibilities

Client Care

• Manage Benchmark's main phone line, email inbox (responding to inquiries, forwarding emails, and scheduling appointments), and online appointment booking system.
• Conduct initial mortgage interviews with inbound clients, gathering essential information, and creating profiles.
• Maintain consistent communication with clients to ensure timely completion of documentation and scheduling of necessary calls/meetings.
• Perform follow-up emails and phone calls for current clients for mortgage renewals, setting up reminders, and engaging clients for renewals.
• Re-engage leads and lost clients, exploring opportunities for renewed business or data completion.
• Provide ongoing client support, addressing inquiries and requests related to payment changes, inspections, and mortgage statements.

Office Administration & Mortgage Processing Support

• Maintain accurate and compliant client database records, including updates, closures, archiving, and follow-up on inactive profiles and leads.
• Assist, as required, with document management including ordering title searches, property tax notices, and coordination with other potential third-party stakeholders.
• Ensure compliance with all regulatory requirements, including submitting and tracking compliance packages, and resolving any discrepancies.
• Contribute to a positive and efficient work environment through proactive office maintenance (supplies, cleanliness, organization).
• Provide administrative support for team activities and office functions.

Requirements

• A certificate, diploma, and/or degree in Business Administration or similar.
• 2-3 years experience in an administrative or customer service role.
• Technical proficiency in all Microsoft Office programs, SharePoint, OneDrive, DocuSign, and familiarity with communication platforms.
• An overall interest in the mortgage brokerage industry.

Skills

• Strong organizational skills to track multiple clients' applications, documents, and deadlines simultaneously.
• Ability to handle client inquiries and follow-up with professionalism and a customer service mindset.
• Excellent verbal and written communication skills for interacting with clients, brokers, and underwriters.
• Ability to find and resolve issues proactively, such as missing documentation or changes in client circumstances.
• Skill in prioritizing tasks and ensuring that key deadlines are met in a prompt fashion.
• Taking the lead in managing client profiles, managing day-to-day office tasks, and providing comprehensive support to brokers and processors.

Bonus Points If You..

• Have a strong understanding or experience of the end-to-end mortgage process, including initial applications, credit reviews, underwriting, and compliance.
• Have familiarity with mortgage compliance standards, audit procedures, and lender-specific requirements.
• Have an interest or experience in social media management.

Position Details

• In-office
• Full-time role
• Working hours 8:30 am – 4:30 pm