Client Relations Specialist

WHO WE ARE

Home Equity 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.

• Customer-Focused. Passionate Advocates
• Courage to Act. Do the Right Thing
• One Team. One Vision
• Think Long-Term. Ever-Evolving
• Be Exceptional. Inspire Greatness

The Client Relations Specialist has a mandate to deliver exceptional day-to-day customer service to Home Equity 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.

• 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 elevate 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

• Strong verbal and written communication skills, Bilingual in French is an asset
• 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

• This is a remote role; applicants must reside within British Columbia.

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.

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,Wate