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Vancouver, British Columbia, Canada EQ Bank | Equitable Bank Part time**Job Overview**The Customer Engagement Specialist plays a vital role in supporting our reverse mortgage applicants throughout their journey. This involves proactively monitoring client files, reaching out to them, and managing questions and documentation from various stakeholders.
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Reverse Mortgage Relationship Specialist
2 weeks ago
The Customer Engagement Specialist role at EQ Bank | Equitable Bank is a critical position that bridges the gap between clients and internal/external parties involved in the reverse mortgage process. As a key member of our team, you will be responsible for supporting applicants through discovery, credit adjudication, legal, and funding stages.
On a daily basis, you will be assigned client leads to support through the reverse mortgage journey. Your primary goal will be to ensure clients understand the product nuances and process steps while maintaining a positive relationship with EQB. This includes obtaining required documentation for credit review, managing client relationships, and liaising with other departments as needed.
Core Responsibilities- Client Lead Management: Ensure clients comprehend the reverse mortgage product and process, fostering a superior customer experience.
- Documentation Gathering: Obtain and assemble necessary documents for credit review, adhering to corporate guidelines.
- Relationship Building: Independently manage client relationships, seeking help from other departments when required.
- Lead Tracking: Utilize reports to monitor lead flow, client applications, status, and fundings to maintain momentum and identify potential delays.
- Customer Interaction: Deliver exceptional customer service via phone and email, focusing on meeting senior clients' unique needs.
- Post-Secondary Degree: Completion of a degree program.
- Mortgage Industry Experience: 5+ years of experience in the mortgage industry, with bonus points for retirement-oriented lending experience.
- Mortgage Knowledge: In-depth knowledge of the mortgage environment and entire funding process.
- Customer Service: Proven track record of delivering superb customer service.
- Team Player: Willingness to collaborate with colleagues in a growing, entrepreneurial team.
