Client Success Manager

1 week ago

Toronto, Ontario, Canada HomeEquity Bank Full time

WHO WE ARE

HomeEquity Bank is a Schedule 1 Canadian chartered bank and the leading national provider of reverse mortgages, with a growing portfolio.

As the only bank solely dedicated to serving homeowners 55 and up, we're passionate about helping Canadian homeowners live retirement on their terms.

We live that commitment every day, with a range of reverse mortgage solutions that include our flagship CHIP Reverse Mortgage product.

Our Values, Our Passion
At HomeEquity Bank, our values drive and inspire our actions with our customers, our partners and each other.

Customer-Focused. Passionate Advocates
Courage to Act. Do the Right Thing
One Team. One Vision
Think Long-Term. Ever-Evolving
Be Exceptional. Inspire Greatness


The role will shape and influence the development of the customer experience at HomeBridge, fostering a collaborative and high-performing environment focused on delivering exceptional service and driving successful client outcomes.


MAJOR ELEMENTS OF THE ROLE

Key accountabilities of this position include:

  • Continuously refine customer journey processes to enhance efficiency, conversion, and overall customer satisfaction, while bringing insights to influence the product roadmap and overall customer experience.
  • Define and shape the HomeBridge Advisor function by recruiting, developing, and leading a dedicated team focused on converting leads, delivering exceptional service, and achieving successful client and business outcomes.

SKILLS AND EXPERIENCE REQUIRED

Qualifications:

  • 5+ years of proven experience in account management, customer experience, customer relationship management, or a related function.
  • Familiarity with CRM systems and other relevant tools for managing customer relationships and sales processes.
  • Demonstrated ability to work independently, prioritize tasks, and meet deadlines in a fastpaced environment.
  • Experience curating and optimizing customer experiences to drive conversion of highticket offerings.
  • Experience working crossfunctionally and managing stakeholders at different levels of the organization, fostering a collaborative and highperforming work environment.
Attributes

  • Strong understanding of sales processes and customer journey optimization.
  • Excellent communication skills, both verbal and written.
  • Empathetic selfstarter who can identify and meet core customer needs with mínimal direction.
  • Strong leadership potential, showing the ability to inspire and motivate teams towards achieving goals.
Why Join the New Division?

  • The chance to be at the forefront of a groundbreaking initiative backed by the market leader in reverse mortgages
  • A competitive compensation package
  • A unique opportunity to lead change, innovate, and make a significant impact, unlocking financial opportunities for the target market
  • In addition to a longterm incentive plan specific to the new division, HomeEquity Bank offers a competitive total rewards package that includes:
  • Extended health and dental benefits
  • Employee & Family Assistance Program
  • Employer Matched Group Retirement Savings Plan
  • Employee Share Investment Plan
  • Wellbeing initiatives including a wellness account, virtual selfcare programs, and extended mental health benefits
  • Employee corporate discount for GoodLife Fitness
Working Conditions Unique to Job

  • Hybrid working environment
WHY WORK AT HOMEEQUITY BANK?
Great Environment

HomeEquity Bank offers a hybrid working environment supported with a culture of flexibility - an approach that is unique to each person, and that enables both business and individual needs to be met in a mutually beneficial way.

We pride ourselves in recognizing and celebrating performance, community service, teamwork, and diversity among our employees.

A Dynamic Culture - With People at the Centre

We believe our people make all the difference; our tireless commitment to inclusivity, professional development, and employee experience has been recognized through awards including the Greater Toronto's Top Employers 2024,Waterstone Canada's Most Admired Corporate Cultures , the Globe and Mail's Report on Business: Canada's Top Growing Companies 2022 (third year since 2019), Canadian's Mortgage Professional (CMP) Top Mortgage Employer 2023 for the third year in a row and Achievers Top 50 Most Engaged Workplaces 2023.

Growth and Opportunities
We provide challenging and rewarding careers in a wide variety of fields. We continuously develop and train our employees through professional growth opportunities and on-the-job training.

We also encourage our employees to develop professionally and personally though a series of career developing programs including our Educational Assistance Program, designed to reimburse costs related to professional learning and development.

Celebrating Great Work and People
We believe in an environment that celebrates success, knowledge, leadership, and work that is inspired by our core values. For these reasons, we h

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