Mortgage Account Specialist

1 week ago

Toronto, Ontario, Canada EQ Bank | Equitable Bank Full time
Being a traditional bank just isn't our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what's possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. Overall we serve more than 670,000 people acrossCanadathrough Equitable Bank,Canada'sChallenger Bank, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions acrossCanadathat serve more than six million members. Together we have over$125 billionin combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our customers have named our EQ Bank digital platform ( eqbank.ca ) one of the top banks in Canada on the Forbes World's Best Banks list since 2021.
The Reverse Mortgage Account Specialist is a reverse mortgage product expert responsible for delivering an exceptional, best-in-class customer service experience to all potential customers.The Specialist supports potential new borrowers through the initial stages of their product exploration, competently and confidently answering questions, and assists the Sales team by inputting and documenting customer details, assigning leads based on the distribution rules, and scheduling appointments. In addition, the Specialist will make outbound calls to potential customers, set up the loans, and use CRM, IVR, and other back-end systems to manage and triage the Reverse Mortgage inbox, and assist with a variety of administrative tasks.
Be the first point of contact via phone or written channels for potential new reverse mortgage direct-to-consumer (DTC) customers, delivering a warm, engaging, and informative experience that exceeds expectations
Ensure that every customer interaction is handled with professionalism, empathy, and efficiency, creating a seamless and positive first impression of Equitable Bank
Identify potential leads by facilitating high level qualification for our product and meeting the unique needs of our senior clients
Responsible for meeting daily activity metrics and entering communication activities into Microsoft Dynamics (CRM) including qualifying, non-qualifying, and disqualifying leads
Efficiently and accurately set up loans in our back-end systems within strict deadlines, enabling the credit team to begin underwriting promptly
Must be fluent in English forboth verbal and written communication
Demonstrates exceptional customer service skills, both verbal and written
Minimum of 2 years' experience in a fast-paced customer service environment, in the finance and/or mortgage industry
Sound knowledge and understanding of the Mortgage Industry's current regulations and trends
Working knowledge of MS Office and Office 365
A team player, who supports a collaborative work environment
Knowledge and experience with Reverse Mortgages are an asset
Being bilingual (English and French) for both verbal and written communication is a plus, but not a requirement
What we offer [For full-time permanent roles]
Medical, dental, vision, life, and disability benefits
Generous vacation policy and personal days
Virtual events to connect with your fellow colleagues
A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience
Equitable Bank is deeply committed to inclusion. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well.
All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire.

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