Client Relations Specialist

1 week ago

Montréal, 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.

We Are Customer-Focused, Passionate Advocates.

We Have the Courage to Act and Do the Right Thing.

We Are One Team, with One Vision.

We Think Long-Term, We Are Ever-Evolving.

We Strive to Be Exceptional and Inspire Greatness.

**Position Summary**:
Major Elements of the Role

Provide exceptional day-to-day customer sales and service support by:

- Passion for creating and delivering outstanding customer experiences
- Provide supplementary support to the team and can assist with escalated matters when/if the Manager is not available
- Facilitates clear and concise communication when bringing forward issues and potential solutions
- Review and make recommendations related to client complaints
- Acting upon customer requests coming in from HEB Business Development Managers and Referred Inside Specialists and/or other internal HEB departments.
- Incorporating AML/ATF and Privacy legislation into client interactions as per the Bank’s policy
- Coordinating with other HEB departments to ensure customer needs are responded to per the Bank’s policy
- Having the ability to handle customer complaints/disputes to resolution and know when to escalate difficult situations as per Compliant Handling Policy and Procedures
- Having a solid understanding of the department’s mandates and priorities, including Revenue/Fee targets, including the delivery of Client Retention strategies and client satisfaction goals

**Performs to established performance benchmarks by**:

- Performing the role as per established Client Relations service level agreement (SLA) or KPI benchmarks
- Acting as an ambassador to achieve and outperform service level objectives and performance standards to those stated objectives and share best practices with the team, to enhance overall team performance
- Providing recommendations, execute implementation and sustainment, to enable continuous improvements of the benchmarks and/or service level objectives

Active engagement in the overall team, department and in HEB by:

- Taking ownership of customer calls and other departmental service initiatives
- Assist in training of new team members
- Interact with other departments of the bank
- Acting as an ambassador to provide excellent client service and support to our customers’ requests, and adheres to HEB customer complaint resolution policy
- Exhibiting curiosity and a continuous improvement mindset to drive opportunities for self and department growth.

**Miscellaneous duties and special projects as assigned by**:

- Constantly promoting teamwork and cooperation
- Recommending, implementing and sustaining process improvements ideas to increase customer satisfaction and/or increase revenue opportunities/reduce costs
- Reporting suspicious informational/request trends from customers to supervisor
- Preforming miscellaneous duties and special projects as assigned

**Skills and Experience Required**:

- FOR BILINGUAL OPPORTUNTIES ONLY: Bilingual in French and English. Proficient in both languages both written and oral.
- Experience gained at a Canadian financial institution in a mortgage servicing/support environment, is an asset
- Must have a minimum typing speed of 45 WPM.
- Must be flexible to work within the Hours of Operation, i.e., 8:30 AM - 7:00 PM EST.
- Experience in Client Service/Call Centers dealing with front line clients - in a client sales and services, client retention or a product specific call center environment is required.
- Excellent verbal and written communication skills
- Professionalism and a strong customer service-oriented attitude
- Excellent problem-solving skills to tactfully deal with diverse/complex customer service issues and demonstrated ability to negotiate resolutions to disputes
- Continuous Improvement mindset is required
- Ability to manage multiple activities and system platforms while under time constraints
- Ability to establish and maintain strong working relationships with clients and business partners across HEB
- Experience working in an environment with performance benchmarks and service levels

Knowledge of Privacy and AM/ATF legislation is an asset

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 i

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