[Hiring] Mortgage Fulfillment & Client Success Coordinator @The HR Pro

Role Description

This is a remote position.

Our client is a highly successful mortgage professional based in Edmonton, Alberta, who has built an exceptional reputation through referrals, relationships, outstanding client service, and a genuine passion for helping people achieve their home ownership goals.

As the business continues to experience significant growth, they are seeking a Mortgage Fulfillment & Client Success Coordinator to become their right-hand person and play a critical role in supporting both the client experience and day-to-day operations of the business. This is not a traditional mortgage administration position.

This role combines mortgage fulfillment, underwriting support, operations coordination, process improvement, client communication, and business administration. The successful candidate will help create structure, build systems, improve workflows, and ensure every client receives an exceptional experience from application through funding and beyond.

This opportunity is ideal for someone who enjoys the mortgage industry but prefers operations, organization, systems, and client service over networking, sales, and business development.

This is a fully remote position. While we welcome applications from across Canada, preference will be given to candidates located in Alberta due to the highly collaborative nature of the role. Candidates outside Alberta must be comfortable working primarily within Mountain Time business hours.

Key Responsibilities

• Mortgage Fulfillment & Client Service
  • Manage mortgage files from conditional approval through funding
  • Communicate with clients regarding outstanding documentation and conditions
  • Liaise with lenders, lawyers, appraisers, insurers, and realtors
  • Upload documents to lender portals and maintain accurate file records
  • Prepare approval packages and client communications
  • Coordinate signing appointments and closing requirements
  • Monitor files to ensure deadlines and conditions are met
  • Audit completed files for accuracy and compliance
• Operations & Administration
  • Open and organize new client files
  • Build applications and maintain information within mortgage systems
  • Sort, save, and manage client documentation
  • Maintain CRM records and client databases
  • Track leads follow-up activities and renewal opportunities
  • Prepare reports and spreadsheets tracking business activity
  • Assist with year-end administrative and financial preparation
  • Monitor expenses, revenue tracking, and business reporting
  • Ensure payroll and contractor payments are accurate
• Client Retention & Relationship Management
  • Maintain ongoing communication with pre-approval clients
  • Coordinate birthday, anniversary, and milestone communications
  • Send thank-you cards and client appreciation items
  • Coordinate referral partner gifts and acknowledgements
  • Support client review and testimonial initiatives
  • Manage post-closing follow-up communications
• Systems & Process Improvement
  • Help develop and implement SOPs, workflows, and operational processes
  • Improve efficiency across the business
  • Assist with technology implementation and system optimization
  • Create documentation and training resources
  • Identify opportunities for automation and process improvements
• Marketing & Database Support
  • Maintain client and referral databases
  • Support lead follow-up initiatives
  • Mine renewal opportunities within the database
  • Repost and manage selected social media content
  • Assist with presentation materials and marketing support as required

Qualifications

• Minimum 2 years of mortgage industry experience
• Experience in mortgage underwriting, fulfillment, administration, or brokerage operations
• Exceptional written and verbal communication skills
• Strong organizational and time-management abilities
• High attention to detail and accuracy
• Ability to manage multiple files and priorities simultaneously
• Advanced computer proficiency and comfort learning new systems
• Strong Microsoft Excel skills
• Ability to work independently with minimal supervision
• Professional, client-focused communication style

Requirements

• Licensed Mortgage Associate/Broker (or willingness to obtain Alberta licensing if required)
• Experience using Expert
• Experience with CRM systems
• Experience working within a mortgage brokerage environment
• Previous fulfillment or operations experience
• Alberta-based candidates (preferred but not required)

Benefits

• Compensation includes a base salary, funded-deal incentives, and bonus opportunities
• Total earnings will vary based on business volume and performance, projected to be in the $60,000–$75,000+ range
• Full-time position (Monday to Friday)
• Remote work flexibility
• All equipment, software, training, and licensing support provided
• Long-term growth opportunity within a growing business
• Total compensation is expected to exceed the base salary significantly through performance-based earnings