descripción del trabajo

pbWHO WE ARE   /b /ppHomeEquity 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.  br   /ppbOUR VALUES, OUR PASSION /b /ppAt HomeEquity Bank, our values drive and inspire our actions with our customers, our partners and each other.   /pulliCustomer-Focused. Passionate Advocates  /liliCourage to Act. Do the Right Thing  /liliOne Team. One Vision  /liliThink Long-Term. Ever-Evolving  /liliBe Exceptional. Inspire Greatness /li /ulpbPOSITION SUMMARY: /bbr  /ppThe 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) 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 SLAs on phone and email channels.brThis individual will include helping the team exceed all established phone and email service level agreements (SLAs).br  /ppbMAJOR ELEMENTS OF THE ROLE: /b /ppbDeliver Exceptional Daily Client Service /b /pullipHandle 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. /p /lilipProcess client customer requests received from other HEB Business units ensuring compliance with AML/ATF and Privacy Legislation /p /lilipCoordinate with other HEB departments to ensure timely responses to client needs. /p /lilipManage and resolve client complaints and escalate when appropriate, following the Complaint Handling Policy and Procedures. /p /lilipMaintain a strong understanding of departmental mandates, priorities, client retention strategies and client satisfaction objectives. /p /li /ulpbMeet or Exceed Performance Benchmarks /b /pullipPerform duties in alignment with established Client Relations SLAs and KPI targets. /p /lilipAct as an ambassador for service excellence by meeting and surpassing service level objectives and sharing best practices to enhance overall team performance. /p /li /ulpbActively Engage with Team and HEB /b /pullipCollaborate with other Bank departments as needed. /p /lilipDemonstrate subject- matter expertise and build knowledge of the reverse mortgage product, policies, and procedures. /p /lilipProvide exceptional client service and adhere to HEB's complaint resolution policy. /p /lilipDemonstrate curiosity and a continuous- improvement mindset to support individual and departmental growth. /p /lilipPrepare accurate notes and documentation for all client interactions and ensure all records are stored appropriately in the system. /p /li /ulpbMiscellaneous Duties and Special Projects /b /pullipContribute positively to teamwork and a collaborative environment. /p /lilipRecommend, implement and sustain process improvement initiatives that enhance client satisfaction and/or reduce costs. /p /lilipReport suspicious informational or client behaviour trends to the manager. /p /lilipPerform miscellaneous duties and special projects as assigned. /p /li /ulpbSKILLS AND EXPERIENCE REQUIRED: /b /pullipStrong verbal and written communication skills /p /lilip Ability to manage multiple tasks under time constraints. /p /lilipProfessional, customer-service-oriented approach. /p /lilipExcellent critical thinking skills /p /lilipContinuous improvement mindset. /p /lilipExperience at a Canadian financial institution in a mortgage servicing or support environment is an asset. /p /lilipExperience in client service or call centers handling front- line interactions - (service, sales, client retention or product- specific - environments) is required. /p /lilipFlexibility to work alternating shifts between the hours of 9:00am – 5:30pm (PST) and 10:00am – 6:30pm Pacific Standard Time (PST) Monday through Friday; 8-hour shifts. /p /lilipExperience working in an environment with performance benchmarks and service levels. /p /lilipKnowledge of Privacy and AM/ATF legislation is an asset. /p /li /ulpbWHY WORK AT HOMEEQUITY BANK? /b /ppbGreat Environment /b /ppHomeEquity 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. /ppWe pride ourselves in recognizing and celebrating performance, community service, teamwork, and diversity among our employees.br  /ppbA Dynamic Culture – With People at the Centre /b   /ppWe 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. br  /ppbGrowth and Opportunities /bbrWe 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. /ppbCelebrating Great Work and People /b /ppWe 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. /ppFrom 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. /ppOur 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. /ppbThe Perks (for eligible employees) /b /pullipHomeEquity Bank offers a competitive total rewards package that includes: /p /lilipExtended health and dental benefits /p /lilipEmployee Family Assistance Program /p /lilipEmployer-Matched Group Retirement Savings Plan /p /lilipEmployee Share Investment Plan /p /lilipWell-being initiatives including: a wellness account; virtual self-care programs and extended mental health benefits /p /lilipEmployee corporate discount for GoodLife Fitness br  /p /li /ulpHomeEquity 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. /ppPlease note that our successful candidate is required to complete a background check. /ppbStay in the Know /b /ppFind out what we're up to online, and learn more about what makes HomeEquity Bank a great place to work: /ppLinkedInbrYoutubebrFacebookbrTwitterbrInstagrambr  /ppJoin Us If you're ready to build the future of reverse mortgages, we want to hear from you. /p