Bilingual Loyalty Specialist

About the role

HomeEquity 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 HomeEquity 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 Retaining customers is the primary responsibility of this position. This role implements client retention strategies across multiple channels to retain business, maximize revenue opportunities, and achieve or exceed loyalty objectives. The role works closely with internal cross-functional teams (sales, client relations, data analytics) to identify high-value clients with retention and upsell opportunities and propose solutions based on an understanding of client needs, providing excellent customer service with sharp business acumen. MAJOR ELEMENTS OF THE ROLE Manages multiple clients referred by Client Relations, Sales, or other cross-functional teams, as well as proactively contacts select customers to review their financial situation and mortgage needs. Takes initiative to identify issues, report customer concerns, and identify gaps and ways to improve retention. Promotes and presents rationale to selected clients on how HEB's products and services can meet each client's diverse needs to increase loyalty and maintain or upsell existing business. Maintains in-depth knowledge of HEB's products and services, including pre-established retention offers, to ensure a position to overcome objections and present the right rationale and benefits. Manages all aspects of retention activities, including client account analysis and coordinating with other departments such as client relations, sales, underwriting, operations, finance, and key stakeholders, focusing on operational and customer service excellence. Handles incoming client calls in a prompt and professional manner. Incorporates AML/ATF and Privacy legislation into client interactions. Gathers and analyzes retention file activity, client profiles, and other important metrics; creates client retention reports to provide insight and observations regarding the effectiveness of retention activities. Gathers internal and client feedback and collects information to recommend changes to processes or approaches to increase client retention effectiveness. Keeps abreast of changing rules and regulations and also competitors' products/services. From time to time may be asked to participate in and/or lead a retention project that will advance the operations and strategic efforts of the department. SKILLS AND EXPERIENCE REQUIRED Proficiency in both English and French languages required. Previous inbound/outbound sales experience. Proven communication, interpersonal, and relationship management skills. Ability to analyze client needs and quickly and effectively identify the right solution. Excellent organization and time management skills. Ability to work autonomously and effectively plan own work. Ability to adapt quickly and easily to changes within the department or organization as industry rules change, market competition changes, or business volume fluctuates. Excellent problem-solving skills to tactfully deal with customer feedback and a demonstrated ability to negotiate resolutions. A continuous improvement mindset is required. DESIRED/GOOD TO HAVE Knowledge of banking/financial products or services. Knowledge of Privacy and AM/ATF legislation and HEB's mortgage products and services. WORKING CONDITIONS UNIQUE TO JOB: Hybrid work environment WHY WORK AT HOMEEQUITY BANK? Great Environment HomeEquity 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. A Dynamic Culture - With People at the Centre 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,Waterstone Canada's Most Admired Corporate Cultures 2022-2023, the Globe and Mail's Report on Business: Canada's Top Growing Companies 2022 (third year since 2019), Canadian's Mortgage Professional (CMP) Top Mortgage Employer 2023 for the third year in a row and Achievers Top 50 Most Engaged Workplaces 2023.

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