MPP Sales Support Specialist
Location: Waterloo, Ontario
Work Arrangement: Hybrid – 3 days per week in office
Hours: 37.5 hours per week
Experience: 2+ years
Education: Undergraduate degree or equivalent relevant experience
Job Overview
We are seeking an MPP Sales Support Specialist to provide technology, operational, and customer service support within the Mortgage Creditor Insurance business.
In this role, you will support mortgage brokers, business development managers, and lending partners by assisting with broker tools, insurance application processes, system inquiries, and day-to-day sales operations.
The ideal candidate has strong customer service and communication skills, enjoys problem-solving, and can effectively manage multiple priorities in a fast-paced environment.
Key Responsibilities
- Provide day-to-day support to mortgage brokers, lenders, and business development managers through phone and shared email inboxes.
- Set up, maintain, and support lender and broker profiles within internal sales platforms.
- Respond to inquiries related to mortgage creditor insurance policies, broker compensation, application processes, sales tools, and product information.
- Provide technical and business support for broker and sales systems, troubleshooting issues and escalating complex matters to production support when required.
- Manage incoming requests efficiently, ensuring timely and accurate responses to customer inquiries.
- Assist with data entry, system updates, and maintaining accurate sales and broker information.
- Build and maintain positive relationships with brokers and internal stakeholders.
- Identify opportunities to improve existing tools, processes, and overall customer experience.
- Collaborate with team members and leadership on business initiatives and operational projects.
- Support the onboarding and training of new team members as required.
Required Qualifications and Skills
- Minimum 2 years of relevant professional experience.
- Strong customer service experience, preferably in a phone-based or email-based support environment.
- Excellent verbal and written communication skills.
- Strong interpersonal, analytical, and problem-solving abilities.
- Ability to manage multiple priorities and handle a high volume of customer inquiries.
- Strong attention to detail and accuracy, particularly when performing data entry and maintaining system information.
- Proficiency in Microsoft Office applications.
- Familiarity with CRM platforms, such as Salesforce, and other business support systems.
- Ability to work independently while contributing effectively to a collaborative team environment.
- Undergraduate degree or equivalent combination of education and relevant experience.
Preferred Qualifications
- Previous experience or knowledge of the mortgage industry, particularly mortgage creditor insurance.
- Familiarity with mortgage broker operations, lending processes, or insurance applications.
- Experience supporting brokers, lenders, or financial services professionals.
- Bilingual French and English communication skills are considered an asset but are not required.
Work Environment
- Hybrid work arrangement requiring approximately 3 days per week in the Waterloo office.
- A suitable home office setup with reliable high-speed internet is required for remote work.
- A designated quiet workspace is necessary when working remotely.
- Flexibility is required to accommodate changing business and in-office scheduling needs.
Ideal Candidate Profile
The successful candidate will be customer-focused, detail-oriented, and comfortable handling a high volume of daily inquiries. They should be proactive, adaptable, and capable of resolving customer issues while maintaining professional relationships with brokers and internal stakeholders.
Customer service experience is the primary requirement for this position. Candidates with mortgage industry or financial services experience will be considered an asset.
Note: We use AI tools to: obtain basic information, detect plagiarism, false employment history or references, categorize your skills, and do an initial match with job postings.
Note: Background checks needing to be completed for successfully hired candidates.
Note: Third parties need not apply
