Job Summary
An Associate Relationship Managers primary responsibility is account administration through the processing of various client based financial and non-financial transactions, adhering to required timelines and priorities.
An Associate Relationship Manager is required to work as part of a team to support the building of strong relationships, by ensuring all documents and transactions are completed with a high level of accuracy and clarity in accordance with Olympia guidelines.
Duties & Responsibilities
Team-Specific
- Act as a primary point of contact for an assigned portfolio of Mortgage Administrators, Brokers, and clients, responding to inquiries and providing timely support in accordance with Olympia’s service standards
- Review mortgage documents and supporting information to assess qualification requirements, completeness, and compliance with Olympia policies and applicable regulatory requirements.
- Complete risk assessments on mortgage transactions, including the review of loan-to-value ratios, supporting documentation, and potential transaction concerns, escalating higher-risk or complex scenarios where appropriate.
- Process and coordinate advanced mortgage servicing transactions, including Additional Advances, Buying Existing plan transactions, borrower changes, TIIKs, CIIKs, and other specialized requests.
- Review, validate, and execute legal and transaction-related documentation, ensuring all requirements, conditions, and follow-up actions are completed accurately and within established timelines.
- Maintain accurate records, approvals, documentation requirements and transaction notes while monitoring outstanding conditions and follow up items to ensure timely completion of files.
- Support Relationship Managers by gathering information, facilitating follow-ups, assisting with mortgage-related inquiries, and coordinating more complex transactions and stakeholder requests.
- Liaise with internal departments and external stakeholders to resolve transaction issues, clarify requirements, and ensure mortgage transactions progress efficiently and in accordance with service standards.
- Identify transaction concerns, documentation deficiencies, service issues, policy exceptions, and potential processing risks, and determine appropriate resolution or escalation to the Relationship Manager or leadership team.
General
- Uphold the division and Olympia’s reputation and values, while promoting our motto “With Us, It’s Personal” in all interactions with employees, clients and business associates.
- Maintain complete client files and ensure documentation is in good order.
- Ensure all documentation follows internal and external audit and regulatory requirements.
- Communicate directly with clients and continuously follow up with third parties for various updates and implement action to resolve outstanding documentation issues and escalate where appropriate.
- Responsible for ensuring that all outstanding documentation is received and followed up on.
- Stay informed and understand individual client needs with the ability to recognize opportunities to further educate clients.
- Provide legendary, personalized client experience when conducting outbound calls to clients.
- Remain up to date on all Olympia products, services, legislative requirements.
- Ensure the efficiency of business processes, policies and procedures, to deliver on client commitments with speed and quality.
- Coordinate responses with other departments as necessary to ensure proper procedures and service.
- Actively assist and participate in projects and team meetings.
- Flexible to perform various assigned tasks as requested by team and management.
Competencies
- Connection: Builds long-term relationships by collaborating with clients and industry participants.
- Accountability: Is a trusted business partner who operates with transparency and integrity.
- Innovation: Leverages technology to continuously improve how we serve our customers.
- Adaptability: Adapts to changes and shifting priorities and is open to new ideas and responsibilities.
- Attention to Detail: Pays close attention to details to produce accurate work.
- Interpersonal Skills: Establishes professional working relationships, is flexible/adaptable, works well with others and solicits feedback.
- Job Knowledge: Understands facets of the job, is aware of duties and responsibilities, and keeps current with job knowledge.
- Productivity: Manages workload, works efficiently, and meets goals and objectives.
- Problem Solving: Understands what is causing a problem, finds solutions and knows when to escalate to leadership.
- Teamwork: Is accountable to the team, works to meet established deliverables, appreciates the views of team members, and is respectful.
Formal Education & Experience
- High school Diploma is required.
- Post-Secondary education in Business Administration, Management, Economics or related field of study is an asset.
- 1 - 3 Years of Financial or Investment industry experience is an asset.
- 1 - 3 Years of Administration experience is an asset.
- 1 - 3 Years of Customer Service experience is an asset.
Specialized Skills & Knowledge
Team-Specific
- Strong knowledge of mortgage qualification requirements, risk assessment principles, loan-to-value calculations, mortgage servicing transactions, and associated documentation requirements, including renewals, Additional Advances, Buying Existing plan transactions, borrower changes, TIIKs, and CIIKs.
- Understanding of Olympia account types, mortgage products, transfer processes, fees, contributions, withdrawals, and related plan transactions.
- Ability to assess mortgage documentation, identify deficiencies, evaluate risk indicators, and determine appropriate resolutions or escalation requirements.
- Strong understanding of the roles and responsibilities of internal teams, brokers, administrators, lawyers, and clients, and how they interact throughout the mortgage transaction lifecycle.
- Ability to manage stakeholder relationships, coordinate multiple requests simultaneously, prioritize competing demands, and maintain service standards in a high-volume environment.
General
- Thorough understanding of the Anti‐Money Laundering (AML) policies and procedures is an asset.
- Intermediate level with Outlook and Microsoft Office products and internet applications is required.
- Proficient understanding of how the Division operates is an asset.
- Bilingual in French and English communication both written and spoken is required.
Role Details
- Reports to: Manager, Client Relations - Mortgages
- Employment Type: Full-Time, On-site
Please note that employment is conditional upon the successful completion of a criminal background check and employment verification. Additional screening may be required depending on the role, and from time to time at Olympia’s sole discretion.
With Us, It’s Personal
