Client Relations Specialist

HomeEquity Bank is the leading national provider of reverse mortgages to homeowners aged 55 and over, Canada’s fastest growing demographic segment. HomeEquity Bank originates and administers Canada’s largest portfolio of reverse mortgages under the CHIP Home Income Plan brand. New mortgages are originated on a direct to consumer basis as well as through referral arrangements with the six largest banks, leading mortgage brokers and financial planning firms. HomeEquity Bank has been the main underwriter of reverse mortgages in Canada since its predecessor; Canadian Home Income Plan Corporation pioneered the concept in 1986. HomeEquity Bank has a highly effective direct-to-consumer distribution model (B2C), as well as an established referral network (B2B), including Canada’s major banks, credit unions, financial planners and mortgage brokers.HomeEquity Bank is exceptionally well positioned for further growth for a number of very important reasons: 1) positive demographic trends in the 55 years old and over segment, 2) wider awareness and growing demand of reverse mortgages in the market, 3) significant barriers to entry for competitors, and 4) HomeEquity Bank’s firm position as market leader.

***:
MAJOR ELEMENTS OF THE ROLE

Provide exceptional day-to-day customer sales and service support by:

- Provide supplementary support to the team when/if the Manager is not available
- Bring forward issues and solutions in order to facilitate clear communication
- Review and make recommendations related to client complaints
- Acting on customer requests coming in from HEB Business Development Managers and Referred Inside Specialists and/or other internal HEB departments.
- Incorporating AML/ATF and Privacy legislation into client interactions as per the Bank’s policy
- Coordinating with other HEB departments to ensure customer needs are responded to per the Bank’s policy
- Having the ability to handle customer complaints/disputes to resolution and know when to escalate difficult situations as per Compliant Handling Policy and Procedures
- Having a solid understanding of the departments mandates and priorities, including Revenue/Fee targets, including the delivery of Client Retention strategies and client satisfaction goals.

**Performs to established performance benchmarks by**:

- Performing the role as per established Client Relations service level agreement (SLA) or KPI benchmarks
- Acting as an ambassador to achieve and outperform service level objectives and performance standards to those stated objectives and share best practices with the team, to enhance overall team performance
- Providing recommendations, execute implementation and sustainment, to enable continuous improvements of the benchmarks and/or service level objectives

Active engagement in the overall team, department and in HEB by:

- Assist in training of new team members
- Interact with other departments of the bank
- Acting as an ambassador to provide excellent client service and support to our customers’ requests, and adheres to HEB customer complaint resolution policy
- Exhibiting curiosity and a continuous improvement mindset to drive opportunities for self and department growth.

**Miscellaneous duties and special projects as assigned by**:

- Constantly promoting teamwork and cooperation
- Recommending, implementing and sustaining process improvements ideas to increase customer satisfaction and/or increase revenue opportunities/reduce costs
- Reporting suspicious informational/request trends from customers to supervisor
- Preforming miscellaneous duties and special projects as assigned

**SKILLS AND EXPERIENCE REQUIRED**:

- FOR BILINGUAL OPPORTUNTIES ONLY: Bilingual in French and English. Proficient in both languages both written and oral.
- Experience gained at a Canadian financial institution in a mortgage servicing/support environment, is an asset
- Experience in Client Service/Call Centers dealing with front line clients - in a client sales and services, client retention or a product specific call center environment is required.
- Excellent verbal and written communication skills
- Professionalism and a strong customer service-oriented attitude
- Excellent problem-solving skills to tactfully deal with diverse/complex customer service issues and demonstrated ability to negotiate resolutions to disputes
- Continuous Improvement mindset is required
- Ability to manage multiple activities while under time constraints
- Experience working in an environment with performance benchmarks and service levels
- Knowledge of Privacy and AM/ATF legislation is an asset

LI-AA1

LI-HYBRID