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 HomeEquity Bank (HEB) clients from multiple communication channels (i.e. phone, email, fax, mail, in person and /or via HEB Client portal) This role supports the collection of fees/charges and identifies opportunities for operational efficiencies within the department and the Bank. In addition, the Client Relations Specialist is accountable for helping the team meet and exceed all established service level agreements (SLAs)on phone and email channels.

This individual will include helping the team exceed all established phone and email SLAs.

MAJOR ELEMENTS OF THE ROLE:

Deliver Exceptional Daily Client Service

• Handle in-coming client inquiries, (phone, e-mail, voicemail, mail, fax and in-person) in a prompt and professional manner, following departmental SOPs and scripting templates.
• Process client requests received from other HEB Business units ensuring compliance with anti-money laundering (AML) and privacy legislation
• Coordinate with other HEB departments to ensure timely responses to client needs.
• Manage and resolve client complaints and escalate when appropriate, following the complaint handling policy and procedures.
• Maintain a strong understanding of departmental mandates, priorities, client retention strategies and client satisfaction objectives.

Meet or Exceed Performance Benchmarks

• Perform duties in alignment with established Client Relations SLAs and key performance indicator targets.
• Act as an ambassador for service excellence by meeting and surpassing service level objectives and sharing best practices to enhance overall team performance.

Actively Engage with Team and Other Internal Business Units

• Collaborate with other Bank departments as needed.
• Demonstrate subject-matter expertise and build knowledge of the reverse mortgage product, policies, and procedures.
• Provide exceptional client service and adhere to HEB’s complaint resolution policy.
• Demonstrate curiosity and a continuous-improvement mindset to support individual and departmental growth.
• Prepare accurate notes and documentation for all client interactions and ensure all records are stored appropriately in the system.

Miscellaneous Duties and Special Projects

• Contribute positively to teamwork and a collaborative environment
• Recommend, implement and sustain process improvement initiatives that enhance client satisfaction and/or reduce costs
• Report suspicious information or client behaviour trends to the manager
• Perform miscellaneous duties and special projects as assigned

SKILLS AND EXPERIENCE REQUIRED:

• Strong verbal and written communication skills
• Ability to manage multiple tasks under time constraints
• Professional, customer-service-oriented approach
• Excellent critical thinking skills
• Continuous improvement mindset
• Experience at a Canadian financial institution in a mortgage servicing or support environment is an asset
• Experience in client service or call centers handling front-line interactions (service, sales, client retention or product specific environments) is required
• Flexibility to work alternating shifts between the hours of 9:00am – 5:30pm Pacific Standard Time (PST) and 10:00am – 6:30pm (PST) Monday through Friday; 8-hour shifts
• Experience working in an environment with performance benchmarks and service levels
• Knowledge of Privacy and AML legislation is an asset

WORKING CONDITIONS UNIQUE TO JOB

• British Columbia-based employees: Flexibility to work alternating 8-hour shifts, Monday through Friday, between 9:00 a.m. – 6:30 p.m. PST.
• Ontario-based employees: Permanent 8-hour shift, Monday through Friday, from 11:30 a.m. – 8:00 p.m. EST.

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 2022-2023, 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

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

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