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    HomeEquity Bank is the leading national provider of reverse mortgages to homeowners aged 55 and over, Canada’s fastest growing demographic segment. HomeEquity Bank originates and administers Canada’s largest portfolio of reverse mortgages under the CHIP Home Income Plan brand. New mortgages are originated on a direct to consumer basis as well as through...

Bilingual Client Relations Specialist

1 month 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
***:
**MAJOR ELEMENTS OF THE ROLE**:
Provide exceptional day-to-day customer sales and service support by:

- Bring forward issues and solutions in order to facilitate clear communication
- Review and make recommendations related to client complaints
- Acting on 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 Process
- 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 Bilingual 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:

- 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**:

- Strong written and verbal communication skills in French and English with the ability to multi-task
- Experience gained at a Canadian financial institution in a mortgage servicing/support environment, is an asset
- 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
- Flexibility to work in shifts between the hours of 8:30am EST - 7:00pm EST Monday through Friday; 8 hour shifts
- 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 while under time constraints
- Experience working in an environment with performance benchmarks and service levels
- Knowledge of Privacy and AM/ATF legislation is an asset

**Working Conditions Unique to Job**:

- Hybrid office 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