IVR System Analyst

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

POSITION SUMMARY

This role is responsible for managing and maintaining the Bank's Interactive Voice Response (IVR) system. They will oversee the day-to-day operations, ensuring the system is functioning optimally and providing technical support for any issues that arise. Duties include configuring call flows, updating scripts, monitoring system performance, and troubleshooting errors. This role will closely collaborate with IT, Customer Success, and Sales teams to integrate the IVR with other systems and improve user experience. This role will also ensure the system complies with security standards and may be involved in implementing upgrades or enhancements to support business goals.

MAJOR ELEMENTS OF THE ROLE

Key accountabilities of this position include:

• System Monitoring and Maintenance: Regularly monitor the IVR system for performance, uptime, and errors, ensuring optimal functionality.

• Call Flow Configuration: Design, implement, and modify call flows to meet business needs and improve customer experience.

• Script Updates: Manage and update IVR scripts, prompts, and menus based on changing business requirements or customer feedback.

• Troubleshooting and Issue Resolution: Diagnose and resolve system issues or outages, providing timely technical support to minimize downtime.

• Ensure smooth integration of the IVR with CRM, telephony, and contact center systems for seamless customer service.

• System Upgrades and Enhancements: Plan and execute upgrades or enhancements to the IVR system, including testing and deployment of new features.

• Reporting and Analytics: Generate reports on system performance, call flow efficiency, and customer interaction data to provide actionable insights.

• Capacity Planning: Monitor IVR traffic and plan for capacity upgrades to accommodate increases in call volume without impacting system performance.

• Collaboration with Stakeholders: Work closely with customer service, IT, and telephony teams to align the IVR system with business objectives.

• Vendor Management: Coordinate with the IVR vendor for support, troubleshooting, and system updates or patches.

• Training and Support: Provide training and documentation for users or teams interacting with the IVR system to ensure effective usage.

SKILLS AND EXPERIENCE REQUIRED

Qualifications

• In-depth knowledge of IVR platforms (e.g. Five9, NICE, Vonage) and the ability to configure, maintain, and troubleshoot these systems.

• Experience with Telephony and VOIP Technologies: Familiarity with telephony protocols (SIP, VoIP, PSTN) and how they integrate with IVR systems.

• Scripting and Programming Skills: Proficiency in IVR scripting languages and relevant programming skills (e.g., VXML, JavaScript, Python) to design and modify call flows.

• Database Management: Understanding of databases (SQL, Oracle) for managing data inputs and outputs through the IVR system.

• System Integration Knowledge: Ability to integrate the IVR system with CRM, ERP, or other enterprise systems to ensure seamless communication between platforms.

• Problem-Solving and Troubleshooting Skills: Strong analytical and troubleshooting abilities to quickly resolve technical issues and minimize downtime.

• Experience with Call Center Operations: Familiarity with contact center technology and processes, understanding how the IVR system impacts customer service.

• Project Management Skills: Ability to manage multiple IVR projects, including system upgrades, new implementations, and feature enhancements, ensuring timely and effective delivery

WORKING CONDITIONS UNIQUE TO JOB

• Hybrid work environment

WHY WORK AT HOMEEQUITY BANK?

Great Environment

HomeEquity Bank offers a hybrid working environment supported with a culture of flexibility – an approach that is unique to each person, and that enables both business and individual needs to be met in a mutually beneficial way.

We pride ourselves in recognizing and celebrating performance, community service, teamwork, and diversity among our employees.
 

A Dynamic Culture – With People at the Centre  

We believe our people make all the difference; our tireless commitment to inclusivity, professional development, and employee experience has been recognized through awards including the Greater Toronto's Top Employers 2024,Waterstone Canada's Most Admired Corporate Cultures , the Globe and Mail's Report on Business: Canada's Top Growing Companies 2022 (third year since 2019), Canadian's Mortgage Professional (CMP) Top Mortgage Employer 2023 for the third year in a row and Achievers Top 50 Most Engaged Workplaces 2023. 
 

Growth and Opportunities
We provide challenging and rewarding careers in a wide variety of fields. We continuously develop and train our employees through professional growth opportunities and on-the-job training. We also encourage our employees to develop professionally and personally though a series of career developing programs including our Educational Assistance Program, designed to reimburse costs related to professional learning and development.

Celebrating Great Work and People

We believe in an environment that celebrates success, knowledge, leadership, and work that is inspired by our core values. For these reasons, we have created several programs that make it easy for our employees to say 'great job' to their colleagues and leaders.

From our Appreciate Program to the High Five Award Program and President's Award Program, we recognize professional achievement with a variety of rewards including points towards gift cards, merchandise, and travel experiences, as well as group RRSP/DPSP contributions and more.

Our Community Leadership Program recognizes employees who make a positive impact in their communities through volunteer work with a grant for their charity of choice. Additionally, we provide employees with one paid day off each year to volunteer at their favourite local charity.

The Perks (for eligible employees)

• HomeEquity Bank offers a competitive total rewards package that includes:

• Extended health and dental benefits

• Employee & Family Assistance Program

• Employer-Matched Group Retirement Savings Plan

• Employee Share Investment Plan

• Well-being initiatives including: a wellness account; virtual self-care programs and extended mental health benefits

• Employee corporate discount for GoodLife Fitness 
   

HomeEquity Bank is committed to an inclusive, equitable and accessible workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Please note that our successful candidate is required to complete a background check.

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Join Us If you're ready to build the future of reverse mortgages, we want to hear from you.