Reverse Mortgage Account Specialist

3 days ago

Toronto, Ontario, 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 across Canada through Equitable Bank, Canada's Challenger Bank, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members. Together we have over $125 billion in 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 Reverse Mortgage Account Specialist is a reverse mortgage product expert responsible for delivering an exceptional, best-in-class customer service experience to all potential customers. The Specialist supports potential new borrowers through the initial stages of their product exploration, competently and confidently answering questions, and assists the Sales team by inputting and documenting customer details, assigning leads based on the distribution rules, and scheduling appointments. In addition, the Specialist will make outbound calls to potential customers, set up the loans, and use CRM, IVR, and other back-end systems to manage and triage the Reverse Mortgage inbox, and assist with a variety of administrative tasks.
The Core Responsibilities
  • Be the first point of contact via phone or written channels for potential new reverse mortgage direct-to-consumer (DTC) customers, delivering a warm, engaging, and informative experience that exceeds expectations
  • Ensure that every customer interaction is handled with professionalism, empathy, and efficiency, creating a seamless and positive first impression of Equitable Bank.
  • Identify potential leads by facilitating high level qualification for our product and meeting the unique needs of our senior clients.
  • Maintain records of customer interactions and distribute leads to the Sales Team
  • Booking of appointments for potential clients with DTC sales team.
  • Maintain a targeted conversion rate of transitioning eligible callers to the Sales Team.
  • Responsible for meeting daily activity metrics and entering communication activities into Microsoft Dynamics (CRM) including qualifying, non-qualifying, and disqualifying leads.
  • Efficiently and accurately set up loans in our back-end systems within strict deadlines, enabling the credit team to begin underwriting promptly.

Let's Talk About You
  • Must be fluent in English forboth verbal and written communication.
  • Demonstrates exceptional customer service skills, both verbal and written.
  • Minimum of 2 years' experience in a fast-paced customer service environment, in the finance and/or mortgage industry.
  • Sound knowledge and understanding of the Mortgage Industry's current regulations and trends.
  • Excellent time / priority management, analytical and problem-solving skills.
  • Ability to work under pressure and meet tight deadlines.
  • Working knowledge of MS Office and Office 365.
  • Post-secondary education (business or marketing diploma).
  • A team player, who supports a collaborative work environment.
  • Dedicated to sharing of ideas and working with like-minded individuals.
  • Knowledge and experience with Reverse Mortgages are an asset.
  • Being bilingual (English and French) for both verbal and written communication is a plus, but not a requirement

What we offer (For full-time permanent roles)
Competitive discretionary bonus
Market leading RRSP match program

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