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Mortgage Experience Expert
3 weeks ago
We are EQ Bank | Equitable Bank, a Challenger bank committed to innovating the banking experience for Canadians. We believe in empowering individuals with better options and encouraging our teams to transform what's possible in banking.
The Work:
This role is critical to supporting Equitable Bank reverse mortgage applicants through the discovery, credit adjudication, legal, and funding process. As a bridge between clients and internal/external parties, you will proactively monitor client file status, manage questions and documentation, and respond to inquiries while maintaining a positive customer experience.
Core Responsibilities:
- Assign daily client leads for support through the reverse mortgage process, ensuring a superior customer experience.
- Obtain and assemble required documentation for Credit review, adhering to corporate guidelines.
- Manage client relationships, seeking help from other departments as needed.
- Utilize reports to track leads, applications, and fundings, identifying potential delays.
- Interact with clients by phone and email, delivering exceptional service with accurate information.
- Handle customer questions/complaints/challenges, escalating when necessary.
- Communicate with internal and external contacts to ensure timely deal processing.
