[Hiring] Client Relations Specialist @HomeEquity Bank

Role Description

The Client Relations Specialist has a mandate to deliver exceptional day-to-day customer service to HomeEquity Bank (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 service level agreements (SLAs) on phone and email channels.

Major Elements of the Role:

• Deliver Exceptional Daily Client Service
  • Handle incoming 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 requests received from other HEB Business units ensuring compliance with anti-money laundering (AML) 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 key performance indicator 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 Other Internal Business Units
  • 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 information or client behaviour trends to the manager.
  • Perform miscellaneous duties and special projects as assigned.

Qualifications

• Strong verbal and written communication skills; bilingual in French is an asset.
• 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 9:00am – 5:30pm Pacific Standard Time (PST) and 10:00am – 6:30pm (PST) Monday through Friday; 8-hour shifts.
• Experience working in an environment with performance benchmarks and service levels.
• Knowledge of Privacy and AML legislation is an asset.

Working Conditions

• This is a remote role; applicants must reside within British Columbia.

Benefits

• Great Environment
  • HomeEquity Bank offers a hybrid working environment supported with a culture of flexibility.
  • Recognizing and celebrating performance, community service, teamwork, and diversity among employees.
• A Dynamic Culture – With People at the Centre
  • Commitment to inclusivity, professional development, and employee experience recognized through various awards.
• Growth and Opportunities
  • Challenging and rewarding careers with professional growth opportunities and on-the-job training.
  • Educational Assistance Program designed to reimburse costs related to professional learning and development.
• Celebrating Great Work and People
  • Programs to recognize professional achievement with rewards including points towards gift cards, merchandise, and travel experiences.
  • Community Leadership Program recognizes employees who make a positive impact in their communities.
  • One paid day off each year to volunteer at a local charity.
• The Perks (for eligible employees)
  • Competitive total rewards package including extended health and dental benefits.
  • Employee & Family Assistance Program.
  • Employer-Matched Group Retirement Savings Plan.
  • Employee Share Investment Plan.
  • Well-being initiatives including wellness account and virtual self-care programs.
  • Employee corporate discount for GoodLife Fitness.