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Referral Specialist, MOSE - Toronto, ON At Scotiabank

Location: Toronto, Ontario

Job Description

Requisition ID: 49391

Join the Global Community of Scotiabankers to help customers become better off.

Job Purpose:

The Referral Specialist (RS) is responsible to manage the administration of all customer referrals received from Branches & ScotiaHome, in a timely and accurate manner, with the goal to increase mortgage sales and customer retention. A high level of customer service to all parties involved in the referral process is critical to the success of the program.

The incumbent provides customer service in a manner consistent with ScotiaService Standards and Complaint Resolution Standards and Processes.

Key Accountabilities:

1. Manage the administration of the Referral/Lead Generation Programs for Home Financing Solutions and Scotia Mortgage Authority by:

  • Verifying that all referrals received from Branches are complete, compliant and appropriately authorized by the customer;
  • Assisting with the development and communication of incentives to motivate branch staff to submit referrals for distribution;
  • Processing and recording all referrals in the internal Referral database, with a comparison to, to ensure they are actioned in a timely and accurate manner, adhering to strict Service Level Agreement requirements for excellent customer service;
  • Distributing signed documents to Brokers and Senior Managers of Sales by email and fax;
  • Conducting follow-ups with multiple internal and external stakeholders to obtain updates on the status of all the referrals distributed;
  • Acting as the liaison between the various internal and external stakeholders throughout the referral process;
  • Responding promptly and effectively to requests, concerns and complaints from Realtors, Brokers, Home Financing Advisors (HFAs), Broker Relationship Managers (BRMs), Sales Managers and Regional Directors, providing solutions to resolve the inquiry;
  • Developing and maintaining an excellent specialist knowledge and strong understanding of the Alternate Mortgage Referral Program, Realtor Referral program and Alternate Funding Program;
  • Preparing monthly and annual management reports that highlight the results of each referral program;
  • Analyzing these reports to identify trends, make recommendations with the view to improving the various referral programs;
  • Conducting Monthly/Quarterly reviews to ensure the lists of participating Brokers, Realtors and HFAs are up to date;
  • Providing a high degree of service and support combined with innovative approaches to resolving issues and complaints.

2. Co-ordinate the processing of fees paid by Brokers for referrals of declines by:

  • Preparing contracts for approved Brokers and co-ordinate distribution of these contracts for signoff;
  • Ensuring full compliance with contracts signed by the Brokers under the various programs;
  • Receiving and accurately logging and processing Referral Fee cheques received from various approved brokers;
  • Managing and updating the referral fee tracker and complete any follow-up required;
  • Ensuring all fee disbursements are made accurately and paid to the correct HFAs by the payroll department;
  • Responding to inquiries regarding commission paid on certain referrals, referral assignment and process changes;
  • Preparing monthly management reports.

3. Contribute to the effective functioning of the Operations team by:

  • Building effective working relationships across the team and with various business lines;
  • Maintaining a high level of customer service;
  • Facilitating a culture of open and honest communication;
  • Actively participating and contributing to touchbases and in team meetings;
  • Encouraging the generation of new ideas and approaches;
  • Actively sharing knowledge and experience to enhance the development of all team members;
  • Developing and executing a meaningful employee development plan.

4. Ensure the delivery of a high standard of customer service that is consistent with bank standards and complaint resolution standards and procedures by:

  • Developing and maintaining an excellent specialist knowledge and strong understanding of mortgage process and services;
  • Investigating and resolving issues/customer complaints raised by Branches, Realtors and Brokers;
  • Ensuring a high level of professionalism is maintained during all interactions when dealing with branch staff, HR, Realtors and Brokers;
  • Facilitating prompt turnaround times and ensuring accuracy, courtesy and knowledgeable service when dealing with internal and external mortgage referral sources;
  • Maintaining the confidentiality of Bank and customer information;
  • Being fully aware of and complying with the Bank’s Privacy Code and Guidelines for Business Conduct

5. Other ad hoc/administrative duties:

  • Continuously look to improve the referral/leads processes through analysis of data and day-to-day functions/issues;
  • Provide administrative and processing support, with all referral and lead programs, to Senior Managers of Sales, Broker Relationship Managers and external Brokers and Realtors;
  • Perform other administrative/reporting duties as required.

Functional Competencies:

  • Candidate must have Strong PC skills (Excel, Word, Outlook etc.) and have the ability to build excel spreadsheets/trackers to log/track referrals and to pull reports as needed.
  • Candidate must have strong communication skills to effectively interact with different internal and external stakeholders involved in the referral programs (Home Financing Advisors, Sr. Managers, Sales, Regional Directors, Broker Relationship Managers, Branches, HR, etc.)
  • Candidate must be able to exercise good judgment in the prioritization of his/her workload to ensure optimum efficiency and adherence to established service standards.
  • Candidate must be efficient, accurate and thorough, with excellent attention to detail


  • University or College degree an asset.

Location(s): Canada : Ontario : Toronto

As Canada’s International Bank, we are a leader when it comes to inclusion. We are a diverse and global team, speaking more than 100 languages with backgrounds from more than 120 countries. We value the unique skills and experiences each individual brings to the bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.