Bilingual, Reverse Mortgage Account Specialist

Join a ChallengerBeing a traditional bank just isn’t our thing, so we challenge ourselves to get creative in providing innovative banking solutions for Canadians.How do we get there? With a talented team of inquisitive and agile challengers that break through the status quo. So, if you’re passionate about redefining the future of banking—while having fun—this could be your next big opportunity.Our company continues to grow, and today we serve more than 670,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members. Together we have over $125 billion in 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 WorkThe Reverse Mortgage Account Specialist is a reverse mortgage product expert responsible for providing an exceptional 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 documenting customer details and scheduling appointments. In addition, the Specialist will make outbound calls to potential customers, take calls from existing reverse mortgage clients as required and assist with a variety of administrative tasks.The Core ResponsibilitiesBe the first point of contact via phone or written channels for potential new reverse mortgage direct to consumer (DTC) customers, providing an exceptional customer experience during each interactionIdentify potential leads by facilitating high level qualification for our product and meeting the unique needs of our senior clientsMeet expectations regarding call quality, compliance, and customer service standards and seniors code principlesMake outbound calls to potential customers, diligently following up at the agreed upon cadence, to ensure contact is made in a timely mannerMaintain records of customer interactions and distribute leads to the Sales TeamBooking of appointments through Outlook Calendar and/or Calendly for potential clients with DTC sales teamResponsible for meeting daily activity metrics and entering communication activities into Microsoft Dynamics (CRM) including qualifying, non qualifying, and disqualifying leadsSupport management by capturing customer feedbackProvide accurate information regarding our products and servicesFulfill customer expectations in a way that also complies with policies and proceduresParticipate in activities designed to improve customer satisfaction and business performanceSupport existing customers through their reverse mortgage inquiries by identifying customer needs and providing appropriate options and solutionsProcess various updates to the mortgage account such as borrower contact information and requested account changesLet's Talk About YouMust be fluent in French and English for both verbal and written communicationDemonstrates exceptional customer service skills, both verbal and writtenMinimum of 2 years experience in a fast-paced customer service environment, in the finance and/or mortgage industrySound knowledge and understanding of the Mortgage Industry’s current regulations and trendsExcellent time / priority management, analytical and problem-solving skillsAbility to work under pressure and meet tight deadlinesWorking knowledge of MS Office and Office 365Post-secondary education (business or marketing diploma)A team player, who supports a collaborative work environmentDedicated to sharing of ideas and working with like-minded individualsKnowledge and experience with Reverse Mortgages are an assetWhat we offer [For full-time permanent roles]Competitive discretionary bonusMarket leading RRSP match programMedical, dental, vision, life, and disability benefitsEmployee Share Purchase PlanMaternity/Parental top-up while you care for your little oneGenerous vacation policy and personal daysVirtual events to connect with your fellow colleaguesAnnual professional development allowance and a comprehensive Career Development programA fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experienceThe incumbent will be working hybrid and in office time will be spent working from Equitable Bank’s additional office space located at 2200-25 Ontario Street, Toronto, ON.Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well.We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond. All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.We can’t wait to get to know you #J-18808-Ljbffr