Client Relations Specialist

Position Summary

The Client Relations Specialist delivers exceptional day‑to‑day service to Home Equity Bank clients across phone, email, fax, mail, in‑person and the Client portal. The role supports fee collection, identifies operational efficiencies, and helps the team exceed service level agreements on phone and email channels.

• Handle incoming client inquiries (phone, e‑mail, voicemail, mail, fax and in‑person) promptly and professionally, 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, escalating when appropriate, following the complaint handling policy and procedures.
• Maintain a strong understanding of departmental mandates, priorities, client retention strategies and client satisfaction objectives.

• 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.

• 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, detailed notes for all client interactions and ensure that all records are stored appropriately in the system.

• 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.

• Strong verbal and written communication skills.
• Ability to manage multiple tasks under time constraints.
• Professional, customer‑service‑oriented approach.
• Excellent critical thinking skills.
• 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 9:00 am – 5:30 pm PST and 10:00 am – 6:30 pm 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.

Home Equity 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.

• 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 Good Life Fitness.

Home Equity 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.

Preferred Candidate must complete a background check.