Specifics

• Position Title: Customer Success (CX) Specialist
• Position Reports Into: Head of Mortgage Advisory
• Role Type: Full-time Salaried
• Location: Fully Remote [Canada Only]

Compensation:

• Full Benefits (including family plan)
• Base Salary $55,000 - $65,000
• 4 weeks vacation

Role Description

As a Customer Success Specialist, you will be a key point of contact for clients during all parts of their mortgage application. You’ll ensure a smooth and supportive experience through the mortgage process and beyond—answering questions, resolving concerns, and ensuring related tasks get completed. You’ll work closely with internal teams, including mortgage advisors, underwriters, and support staff to make sure our clients are well-informed and well-served at every stage.

What You’ll Be Doing

• Assisting clients with completing their applications and profile via phone and email.
• Assisting Mortgage Advisors with their deals such as document review, appraisal bookings, client outreach, etc.
• Proactively manage customer communication to ensure high satisfaction and retention.
• Coordinate with internal departments to resolve issues and ensure seamless processing.
• Monitor customer progress and provide timely updates and follow-ups.
• Gather and analyze customer feedback to improve the client experience
• Assist in creating and maintaining documentation for customer success workflows

Skills Required

Need to Have

• 2+ years in customer service, client relations, or a similar role
• Strong interpersonal and communication skill (both written and verbal), are a must, as this role is client facing.
• Detail-oriented with excellent organizational and time management abilities.
• Ability to work independently and as part of a collaborative team.
• We are strong advocates for work/life balance, but this role requires flexibility in working hours. Our clients will be in different time zones and occasionally need assistance outside 9 to 5 and on the weekends
• Ability to speak/read/write fluently in English

Nice to Have

• Ability to speak/read/write fluently in French or another language
• Past experience with a Canadian mortgage lender.

Other

What is Perch?

Perch is a digital mortgage platform dedicated to helping individuals build wealth through real estate. Whether you're a first-time homebuyer or a real estate investor, Perch offers quick mortgage pre-approvals, higher qualification amounts compared to traditional banks, instant mortgage rate quotes, and some of the most competitive interest rates in Canada. We operate as an ecosystem where we work with vetted and trusted partners such as Realtors and wealth advisors to ensure the client has a holistic plan relating to their real estate. We’ve grown to a fully remote team of 18 and have customers who have used (and loved!) our product.