Client Relations Specialist

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:

The Client Relations Specialist has a mandate to deliver exceptional day-to-day customer service to HEB clients from multiple communication channels (i.e. phone, email, fax, mail, in person and/or via HEB Client Portal) to support the generation of revenue, collection of fees/charges and seeking opportunities for operational efficiencies within the department/Bank. In addition, will be responsible for helping the team exceed all established SLA's on phone and email channels. This individual will include helping the team exceed all established SLA's on phone and email channels.

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

• Handling in-coming customer calls, e-mail, voice mail, mail, fax and client in person in both French and English (where applicable) and HEB Client Portal administration, in a prompt and professional manner as outlined in the department Standard Operating Procedures (SOP) and scripting templates

• 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 Complaint 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

• Demonstrating subject matter expertise and leadership to acquire knowledge in the reverse mortgage product

• 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

• Preparing notes and documentation for all customer calls and ensures emails and documentation is stored on the system

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:

• 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

Working Conditions Unique to Job:

• Hybrid office 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.

Stay in the Know

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