Bilingual, Reverse Mortgage Account Specialist

Join a Challenger Being a traditional bank just isn’t our thing, so we challenge ourselves to get creative in providing innovative banking solutions for Canadians. How do we get there? With a talented team of inquisitive and agile challengers that break through the status quo. So, if you’re passionate about redefining the future of banking—while having fun—this could be your next big opportunity. Our company continues to grow, and today 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 providing an exceptional 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 documenting customer details and scheduling appointments. In addition, the Specialist will make outbound calls to potential customers, take calls from existing reverse mortgage clients as required 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, providing an exceptional customer experience during each interaction. Identify potential leads by facilitating high level qualification for our product and meeting the unique needs of our senior clients. Meet expectations regarding call quality, compliance, and customer service standards and seniors code principles. Make outbound calls to potential customers, diligently following up at the agreed upon cadence, to ensure contact is made in a timely manner. Maintain records of customer interactions and distribute leads to the Sales Team. Booking of appointments through Outlook Calendar and/or Calendly for potential clients with DTC sales team. Responsible for meeting daily activity metrics and entering communication activities into Microsoft Dynamics (CRM) including qualifying, non qualifying, and disqualifying leads. Support management by capturing customer feedback. Provide accurate information regarding our products and services. Fulfill customer expectations in a way that also complies with policies and procedures. Participate in activities designed to improve customer satisfaction and business performance. Support existing customers through their reverse mortgage inquiries by identifying customer needs and providing appropriate options and solutions. Process various updates to the mortgage account such as borrower contact information and requested account changes. Let's Talk About You Must be fluent in French and English for both 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. What we offer (For full-time permanent roles) Competitive discretionary bonus ✨ Market leading RRSP match program