Analyst, Customer Success

3 months ago

Toronto, 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
***:
This Role will be primarily responsible for building reports and provide daily/weekly/monthly updates on the performance of the Contact Centre and Client Relations teams, along with administering the Interactive Voice response (IVR) and Customer Relationship Management (CRM) platforms to maximize day to day efficiencies in managing leads/files for the organization. The role will also be responsible for intermediate Workforce Management duties such as managing schedules/ quality checks for both teams.
**MAJOR ELEMENTS OF THE ROLE**:

- Extract data from CRMs and Identify trends to increase overall productivity of the team
- Leverage IVR stats and features to expand efficiencies and optimization of leads
- Provide daily/weekly/monthly reporting on key Contact Centre and Client Relations stats
- Identify and report productivity trends for each member of the team on a weekly/monthly basis
- Review all tracked data and identify trends to help improve processes if necessary and provide weekly/monthly reporting to management
- Perform QA oversight function for Contact Centre team
- Partner with HR’s Talent Development team to develop training materials for the Contact Centre and Client Relations

**SKILLS AND EXPERIENCE REQUIRED**:
Education and Professional Background
- Completed postsecondary education, and/or progressive work experience in customer service or telephone sales, where influencing prospective clients is the goal
- Experience working with CRM software and IVR and telephony systems
- Fully proficient with MS Office Products, particularly Excel
- Demonstrated Data Analysis skills
- Ability to type a minimum of 40 words per minute

Attributes
- Technologically savvy and committed to continuous improvement
- Thrives on variety and continuous improvement
- Results oriented
- Well organized, detail oriented, and able to manage time-sensitive deliverables
- Excellent interpersonal, communication and conflict management skills
- Acts with integrity and handles sensitive client personal and financial information in accordance with applicable regulatory requirements and internal policies and procedures
- Able to work independently as well as contribute to a team

**Working Conditions Unique to Job**:

- Hybrid work 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 2022-2023, 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 have created several programs that make it easy for our employees to say ‘great job’ to their colleagues and leaders.
From our Appreciate Program to the High Five Award Program and President’s Award Program, we recognize professional achievement with a variety of rewards including points towards gift cards, merchandise, and travel experiences, as well as group RRSP/DP

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