Complaints 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.

** OUR VALUES, OUR PASSION
** At Home Equity 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 Complaints Management Specialist is responsible for end-to-end handling of escalated customer complaints. The role works very closely with cross-functional internal departments to ensure all complaints are being handled and resolved in a timely manner, and activities are accurately captured within our databases for tracking, reporting, and analysis to support an environment of continuous improvement.
** MAJOR ELEMENTS OF

THE ROLE
*** Receive customer complaints from various communication channels including phone and email and communicate with clients directly to resolve issues and follow up as necessary.
* Ensure the highest level of customer service by investigating and resolving client complaints in a timely manner.
* Facilitate all complaint investigation actions by using systems and databases and applying investigatory and research techniques.
* Liaise with various departments and individuals to gather additional information and determine root causes of complaints.
* Provide appropriate solutions or resolutions to clients, ensuring they are informed of investigation outcomes.
* Document and maintain accurate information related to the complaint in a comprehensive and accurate manner in systems and databases, to enable ongoing reporting and trends analysis.
** Additional responsibilities:
*** Increase and maintain knowledge of all products, compliance rules, and operations.
* Report suspicious informational/request trends from customers to supervisor.
* Exercise a high level of professionalism.
* Continuously promote teamwork and cooperation.
* Recommend, implement, and sustain process improvements ideas to reduce complaints and costs, improve efficiencies, increase customer satisfaction, and identify revenue opportunities.
* Perform additional miscellaneous duties and special projects as assigned.
** Attributes:
*** Advanced verbal, written and interpersonal communication skills to effectively communicate with all levels of employees and customers. French language proficiency is an asset.
* Strong analytical and problem-solving skills with an ability to investigate complaints and identify trends and root causes.
* Strong sense of personal accountability, mature judgement, and ability to exercise independent discretion.
* Forward thinking problem solver with strong analytical and decision-making skills.
* Knowledge of relevant legislation and regulations related to customer complaints in the financial services industry.
* Able to work under pressure and simultaneously manage several high-priority cases, and apply effective client handling techniques in under a variety of conditions, especially during heightened emotional states.
* Self-directed, self-motivated, patient, resilient, and tenacious.
* Organized with strong time management skills.
** SKILLS AND EXPERIENCE REQUIRED
*** Post-Secondary education or equivalent experience.
* 5 years+ experience at a call center or similar.
* 2 years+ complaint handling experience, preferred
* Experience working within a regulatory environment.
* Proven ability to work independently as well as collaborate within a team.
* Computer-literate with intermediate proficiency in Microsoft application tools (Word, PowerPoint, Excel, Outlook)
* Comfortable working in a fast-paced environment.
** WORKING CONDITIONS UNIQUE TO JOB
*** Hybrid work environment
* Shifts may vary according to business needs with hours of operation between…