Bilingual Client Relations 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: The Bilingual Client Relations Specialist has a mandate to deliver exceptional day-to-day customer service to 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 SLAs on phone and email channels. This individual will include helping the team exceed all established phone and email service level agreements (SLAs). MAJOR ELEMENTS OF THE ROLE: 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 customer requests received from other HEB Business units ensuring compliance with AML/ATF and Privacy Legislation Coordinate with other HEB departments to ensure timely responses to client needs. Manage and resolve client complaints and escalate 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 KPI 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 HEB 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 informational or client behaviour trends to the manager. Perform miscellaneous duties and special projects as assigned. SKILLS AND EXPERIENCE REQUIRED: Strong verbal and written communication skills both French and English 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 8:30am - 7:00pm Eastern Standard Time (EST) Monday through Friday; 8-hour shifts. Experience working in an environment with performance benchmarks and service levels. Knowledge of Privacy and AM/ATF legislation is an asset. WORKING CONDITIONS UNIQUE TO JOB: Hybrid office environment/ 3 days a week in the office 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 Busi

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