Director, Mortgage Servicing & Client Relations

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 Director, Mortgage Servicing & Client Relations, is responsible for the leadership, strategic direction, and operations of the Mortgage Servicing and Client Relations teams. The Mortgage Servicing team is responsible for managing the loan after funding and Client Relations supports our existing clients by providing guidance and addressing client needs. These two teams play a vital role in the overall customer experience journey.

The candidate works in a highly collaborative manner with the Bank’s other departments and must lead by example to ensure healthy and effective relationships are fostered. This role is also responsible for documenting, implementing and assessing controls and processes to ensure full compliance with applicable regulatory requirements and the Bank’s policies, including Privacy, AML, Complaint Handling and Compliance.

• Develop a strategic roadmap designed to optimize client service delivery with operational efficiency and exceptional customer experience
• Define service delivery model for Client Relations
• Optimize team structure and required staffing model

• Establish and continually evaluate and manage KPIs, setting quality standards to operationalize and support Home Equity Bank’s overall Customer Experience strategy
• Be data driven, work with team managers to gather data and insights and turn into actionable strategies. Analyze customer/call center data to recommend strategies and initiatives that will increase the customer satisfaction and improve customer retention
• Work closely with QA team and respective team managers to continually evaluate and optimize interactions to ensure service quality. This will include listening to and resolving escalated client complaints. Develop recommendations to support a positive client experience

In close collaboration with our Customer Experience (CX) team and business leaders including Marketing, Sales, Operations, Finance and IT:

• Identify opportunities throughout the process for optimization and/or automation, leveraging new technology solutions that will deliver operational efficiencies, scalability, and a streamlined customer experience
• Develop and implement initiatives that modernize our client contact model, leveraging the Five9 dialer platform and call-center best practices to support a high-volume, phone-based Client Relations team
• Manage the design and execution of customer-facing tool enhancements (e.g., website, chatbots, and other interactive platforms)
• Deliver revenue growth opportunities to promote reverse mortgages and alternative delivery channels of servicing client (i.e., Client Portal)

• Customer Focused. Passionate Advocates
• Courage to Act. Do the Right Thing
• One Team. One Vision
• Think long-term. Ever evolving
• Be Exceptional. Inspire Greatness

• University Degree or equivalent work experience
• Significant experience at a financial institution
• Leading high-performing teams
• Demonstrated strong leadership skills to create and foster a work environment that promotes engagement and employee empowerment
• In-depth and comprehensive experience gained at a Canadian financial institution in a mortgage servicing/support environment
• Progressive experience in customer…