Senior Reverse Mortgage Product Specialist

3 days ago

Toronto, Ontario, Canada EQ Bank | Equitable Bank Full time
About Us
Equitable Bank is a Canadian bank that's innovating the banking experience. We believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what's possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things.

We're Looking for a Reverse Mortgage Account Specialist
The Reverse Mortgage Account Specialist is responsible for delivering exceptional customer service experiences to potential customers. This role supports new borrowers through initial stages of product exploration, answering questions confidently, and assists the Sales team by inputting customer details, assigning leads, and scheduling appointments. The Specialist will also make outbound calls, set up loans, and manage the Reverse Mortgage inbox using CRM, IVR, and back-end systems.

Core Responsibilities
  • Provide professional, empathetic, and efficient service to potential customers via phone or written channels.
  • Ensure every customer interaction exceeds expectations and creates a positive first impression of Equitable Bank.
  • Maintain records of customer interactions and distribute leads to the Sales Team.
  • Book appointments for potential clients with DTC sales team members.
  • Achieve targeted conversion rates transitioning eligible callers to the Sales Team.
  • Meet daily activity metrics and enter communication activities into Microsoft Dynamics (CRM).
  • Efficiently and accurately set up loans in back-end systems within strict deadlines.

Requirements
  • Fluency in English for both verbal and written communication.
  • Exceptional customer service skills, both verbal and written.
  • Minimum 2 years' experience in a fast-paced customer service environment, preferably in finance and/or mortgage industry.
  • Sound knowledge and understanding of current regulations and trends in the Mortgage Industry.
  • Excellent time/priority management, analytical, and problem-solving skills.
  • Ability to work under pressure and meet tight deadlines.
  • Working knowledge of MS Office and Office 365.
  • Post-secondary education in business or marketing.
  • A team player who supports a collaborative work environment.
  • Dedicated to sharing ideas and working with like-minded individuals.
  • Bilingualism (English and French) for both verbal and written communication is an asset.

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