Date Posted
Category
Salary
Job type
Work model
Level
Location
Unfortunately, this job posting is expired. Please click here to view related job postings.
Company

HomeEquity BankSee more

addressAddressToronto, ON
CategoryBanking

Job description

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.

We Are Customer-Focused, Passionate Advocates.

We Have the Courage to Act and Do the Right Thing.

We Are One Team, with One Vision.

We Think Long-Term, We Are Ever-Evolving.

We Strive to Be Exceptional and Inspire Greatness.

POSITION SUMMARY:
The Bilingual 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 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
  • 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:
  • 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
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, and our tireless commitment to inclusivity, professional development, and employee engagement/experience has been recognized through awards including the Waterstone Canada's Most Admired Corporate Cultures 2022, Globe and Mail’s Report on Business: Canada’s Top Growing Companies 2022 (third year since 2019), Strategy Online Top 10 Brands Awards (at #8) and as a Canadian Mortgage Professional (CMP) 5-Star Mortgage Employer 2022.

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, as well as providing employees unlimited access to LinkedIn Learning.

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 also 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 the opportunity to take a paid day off each year to support their favourite local charity.

The Perks
HomeEquity Bank offers a competitive total rewards package that includes the following:
  • 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
Stay in the Know

Find out what we’re up to online, and learn more about what makes HomeEquity Bank a great place to work:

LinkedIn
Youtube
Facebook
Chip.ca
Refer code: 1061671. HomeEquity Bank - The previous day - 2023-01-11 21:40

HomeEquity Bank

Toronto, ON
Jobs feed

Coop or Intern, Assurance (Private Enterprise Group) - January 2025

Bdo Canada

Langley, BC

USD 41,000.00 - 63,000.00 per year

Part-time Professor - Business - Accounting

Georgian College

Barrie, ON

USD 72.56 - 159.79

LSO OTHR 3 - Indigenous Relations Team Lead

Bc Public Service

Kamloops, BC

STO-RE 27R - Indigenous Relations Team Lead

Bc Public Service

Kamloops, BC

sales associate

Goodlife Fitness

Woodbridge, ON

$17.80HOUR hourly

Door Person

Marriott

Toronto, ON

Senior Business Analyst BCPRA

Phsa

Vancouver, BC

USD 72,445.00 - 104,139.00 per year

Finance & Accounting – Entry Level

State Street

Montreal, QC

Not disclosed

Summer Student, Accounting

Amacon

Vancouver, BC

USD 21.00 per hour

Share jobs with friends

Bilingual Client Relations and Data Entry Specialist

Drivercheck Inc.

$38.5K–$48.8K a year

Ayr, ON

a week ago - seen