Team Lead, Client Relations

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

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The Team Lead, Client Relations is accountable for supporting the daily operations of the Client Relations Department and achieving the required business results through effective coaching, performance management and continuous process improvement. The Team Lead will support the Manager’s accountabilities as it relates to achieving the Department’s objectives, executing change initiatives aligned with the organizational strategy and team development including succession planning. The Team Lead will ensure a consistent and exceptional service experience for internal and external customers by ensuring the front-line employees are motivated, coached and skilled to meet the department’s performance targets. The Team Lead is an influential leader who facilitates development of their front-line employees to meet performance metrics and share best practices while delivering an exceptional customer experience.

MAJOR ELEMENTS OF THE ROLE
Other responsibilities of the Team Lead, Client Relations will include but not limited to:

- Ensure the highest level of customer service and facilitate all actions including researching escalations (listen to calls, review notes on MARs) (VR1) (VR2) and following up to positively resolve customer needs.
- Assist the Client Relations Specialists with Product knowledge, completion of administrative tasks to ensure Tasks/calls are closed/resolved in a timely manner.
- Assist the client relations team with complaint closure resolution.
- Assist the Client Relations team with Training and onboarding new hires.
- Assist with updating Standard Operating Procedures for the team as required.
- Build and foster strong relationships within the team and internal business stakeholders.
- Effectively liaise with other business units to resolve and enhance customer experience while achieving business deliverables.
- Facilitate team huddles and provide feedback to manager on training and development opportunities of team.
- Support a positive, motivating work environment that values the people and encourages participation, learning and accountability.
- Ensure staffing capacity is met and facilitating efforts to reduce coverage gaps.
- Perform QA for the Client Relations team and provide any valuable insights to the Manager.
- Work cohesively with leadership team to implement larger vision and recommendation for a central repository of complete and accurate policies and procedures.
- Proactively support the team and management with required reports, summaries, feedback and potential challenges.
- Provide a proactive approach by taking the initiative to resolve problems.
- 30 - 40% to be spent supporting the queue.

SKILLS, COMPETENCIES AND EXPERIENCE REQUIRED
- Post
- Secondary education with relevant work experience.
- Strong people leadership skills.
- Advanced verbal, written and interpersonal communication skills required to effectively communicate with all levels of employees and customers and customer service orientation.
- Demonstrated ability to coach and mentor front line employees to create a high performing team.
- Strong sense of personal accountability, mature judgement and ability to exercise independent discretion.
- Dynamic team player with ability to adapt to different personalities and navigate individual differences respectfully.
- Ability to foster team cohesion in working toward the common department goals.
- Forward thinking problem solver with strong analytical and decision-making skills.
- Strong organization and planning skills.
- Ability to respond to adverse situations, i.e. system problems, irate customers, high call traffic.
- Takes initiative to increase knowledge of HomeEquity Bank business and how own job contributes to our corporate and department objectives. Applies this knowledge to be productive and successful.
- Scheduling flexibility to work varying shifts or additional hours as dictated by business needs.
- Knowledge of relevant legislation and regulations related to customer complaints in the financial services industry.
- Ability to work under pressure and simultaneously manage several high priority cases.

Working Conditions
- Hybrid office environment

WHY WORK AT HOMEEQUITY BANK?
Great Environment
HomeEquity Bank offers a