Customer Engagement Specialist

7 days ago

british columbia, Canada EQ Bank | Equitable Bank Full time
Join a Challenger
Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because 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. If you’re not afraid of taking on big challenges and redefining the future, you belong with us. You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.
We are a big (and growing) family. Overall we serve more than 670,000 people acrossCanadathrough Equitable Bank,Canada'sChallenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions acrossCanadathat serve more than six million members. Together we have over$125 billionin combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our customers have named our EQ Bank digital platform (eqbank.ca) one of the top banks in Canada on the Forbes World's Best Banks list since 2021.
The Work
The Customer Engagement Specialist is responsible for supporting Equitable Bank reverse mortgage applicants through the discovery, credit adjudication, legal and funding process. This role will act as a critical bridge between the client and all internal/external parties involved in the complete fulfillment process. This primarily includes proactively monitoring the status of client files and reaching out to them, managing questions, requirements and documentation from lawyers, Credit and Funding team members, responding to incoming client inquiries, all while maintaining a positive customer experience.
The Core Responsibilities
  • On a daily basis, the incumbent will be assigned client leads for whom they are responsible for supporting through the reverse mortgage discovery, application and fulfillment process. The incumbent will ensure that the client understands the nuances of the product and the steps of the process all while maintaining a positive relationship between the client and EQB to ensure a superior customer experience
  • Obtain and assemble the required documentation for Credit review, with a strong emphasis on adherence to corporate guidelines and requirements
  • Independently manage client relationships, seeking help and liaising with other EQB departments and team members as required
  • Making diligent use of reports to track and manage the flow of leads, client applications, their status and fundings to maintain momentum and to proactively identify potential delays
  • Interacting directly with clients by phone and email, delivering exceptional customer service with accurate and timely information, with a particular competency on meeting the unique needs of Senior clients
  • Day-to-day, handling customer questions/complaints/challenges, quickly identifying where and when to escalate these
  • Communicate with internal contacts (underwriters, managers, administrators and mortgage sales staff) and external contacts (clients and lawyers) to ensure deals are processed in a timely and efficient manner in order to meet deadlines
  • Monitor and report on customer interactions, helping to identify process improvements and in turn, helping to implement fixes/solutions
Let's Talk About You
  • Completion of a post-secondary degree
  • 5+ years’ experience in the mortgage industry, bonus points for experience working with retirement-oriented lending
  • Detailed knowledge of the mortgage environment and entire mortgage funding process
  • 5+ years’ experience delivering superb customer service
  • A team player with excited to be part of a growing, entrepreneurial team that’s evolving to meet a growing business’ needs
  • Strong willingness to learn and develop deep subject matter expertise
  • Exceptional communication and interpersonal skills
  • Sound thinker with the ability to multi-task; ability to handle multiple competing priorities
  • Excellent attention to detail
  • Established and meticulous organizational skills
  • Excellent time management, analytical and problem-solving skills
  • Proven ability to thrive in a constantly changing environment and to perform well in a high volume, high intensity environment
  • Highly developed verbal and written communication skills with the ability to respond in a clear, concise and professional manner
  • Proficiency in MS Office (mainly MS Word and Excel)
What we offer (For full-time permanent roles)
 Competitive discretionary bonus
✨ Market leading RRSP match program

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