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Customer Service
Customer Engagement Specialist
@Eqbank
[Hiring] Customer Engagement Specialist @Eqbank
Mar 15, 2025 - Eqbank is hiring a remote Customer Engagement Specialist. đź’¸ Salary: competitive discretionary bonus and benefits. đź“ŤLocation: Canada.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
The Customer Engagement Specialist is responsible for supporting Equitable Bank reverse mortgage applicants through the discovery, credit adjudication, legal and funding process. This role will act as a critical bridge between the client and all internal/external parties involved in the complete fulfillment process.
- Proactively monitor the status of client files and reach out to them.
- Manage questions, requirements, and documentation from lawyers, Credit and Funding team members.
- Respond to incoming client inquiries while maintaining a positive customer experience.
- Ensure that the client understands the nuances of the product and the steps of the process.
- Obtain and assemble the required documentation for Credit review, adhering to corporate guidelines.
- Independently manage client relationships, liaising with other EQB departments as required.
- Utilize reports to track and manage the flow of leads, client applications, their status, and fundings.
- Interact directly with clients by phone and email, delivering exceptional customer service.
- Handle customer questions/complaints/challenges, identifying when to escalate issues.
- Communicate with internal and external contacts to ensure timely processing of deals.
- Monitor and report on customer interactions, identifying process improvements.
Qualifications
- Completion of a post-secondary degree.
- 5+ years’ experience in the mortgage industry, with bonus points for retirement-oriented lending experience.
- Detailed knowledge of the mortgage environment and entire mortgage funding process.
- 5+ years’ experience delivering superb customer service.
- A team player excited to be part of a growing, entrepreneurial team.
- Strong willingness to learn and develop deep subject matter expertise.
- Exceptional communication and interpersonal skills.
- Sound thinker with the ability to multi-task and handle multiple competing priorities.
- Excellent attention to detail and organizational skills.
- Excellent time management, analytical, and problem-solving skills.
- Proven ability to thrive in a constantly changing environment.
- Highly developed verbal and written communication skills.
- Proficiency in MS Office (mainly MS Word and Excel).
Benefits
- Competitive discretionary bonus
- Market leading RRSP match program
- Medical, dental, vision, life, and disability benefits
- Employee Share Purchase Plan
- Maternity/Parental top-up while you care for your little one
- Generous vacation policy and personal days
- Virtual events to connect with your fellow colleagues
- Annual professional development allowance and a comprehensive Career Development program
- A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience
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| đź“Ť | Be aware of the location restriction for this remote position: Canada |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
competitive discretionary bonus and benefits
|
Remote
Location
Canada
|
|
Job Type
full-time
|
Posted
Mar 15, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: Canada |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
