Team Lead, Default Management

Position: Team Lead, Default Management- 12 month contract
** 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 role provides management support and acts as Subject Matter Expert (SME) for any Default Management inquiries and handles second-level escalations related to default. Reporting to the manager of Default management, the team lead is responsible for managing the Default Portfolio to ensure that it is maintained, and all aspects of collection and legal processes are completed timely and efficiently ensuring full compliance with applicable regulatory requirements and the Bank’s policies, including Privacy, AML, Complaint Handling and Compliance.
** MAJOR ELEMENTS OF

THE ROLE
***
* Key Responsibilities:

*
* ** Team Leadership:
*** Lead, mentor and develop a team of dedicated default specialists, ensuring high performance and engagement.
* Lead by example and foster a collaborative and positive team environment, encouraging open communication and sharing of best practices.
* Onboard and train new hires.
** Operational Management:
*** Oversee the day to day operations of the default management team, ensuring timely and accurate processing of the default portfolio.
* Monitor and handle the default management inbox.
* Provide regular input, counsel and direction to the team.
* Ensure all default management activities comply with company policies, industry regulations and legal requirements.
* Make prompt decisions on mortgage file matters requiring approval as appropriate and permitted
* Measure and report regularly on processing efficiency, including files requiring exceptions to the Bank’s standard processes and/or practices Implement on a timely basis, solutions to address internal control gaps
* Maintain current and comprehensive written default Standard Operating Procedures.
** Customer and Stakeholder Management:
*** Serve as the primary contact for escalated cases and complex issues and work to resolve them promptly and effectively, ensuring seamless customer experience.
* Build and maintain a strong relationship with internal (Client Relations, Operations and Compliance/Risk) and external (Default lawyers and property managers) stakeholders.
* Provide regular updates and report to Senior management on team performance and challenges.
** SKILLS AND EXPERIENCE REQUIRED
*** Ability to train and coach team members while providing feedback.
* Strong communication and conflict management skills.
* University degree or community college diploma or equivalent work experience.
* Strong knowledge in default management, collections with at least 2 years in leadership role.
* Strong relationship management skills.
* Well-organized and equally comfortable working independently or as a contributing member of a collaborative team.
* Sound understanding of the current financial services environment.
* Strong analytical skills and attention to detail, thorough, accurate, and organized.
* Ability to think critically, demonstrate solid problem-solving skills and good judgment.
* Strong problem-solving skills with focus on data driven decision making.
* Strong computer skills, MS Office and ability to adapt to and understand CRM platforms (salesforce etc)
* Bilingual skills (English and French) are an asset.
* Experience with provincial law and foreclosure is an asset.
** Working Conditions Unique to Job:
*** Hybrid office environment
** Great Environment
** Home Equity Bank offers a hybrid working environment supported with a culture of flexibility – an approach that is unique to each…