Client Accounts Specialist

About Haventree Bank

Haventree Bank is a Schedule I Canadian bank dedicated to advancing financial security and upward mobility for Canadians underserved by traditional financial services. Through our broker-distributed alternative mortgage and GIC solutions as well as our growing digital banking platform we provide straightforward products that support long-term financial well-being and meaningful growth.

As a CDIC-insured federally regulated bank we offer the trust and stability of a traditional financial institution while embracing the innovation and customer-first mindset of a modern digital bank.

If youre looking for a place where your work has a direct impact your ideas are valued and innovation is encouraged Haventree Bank is the place for you.

Position Summary:

Reporting to the Manager Client Accounts Management our Client Accounts Specialist is a self-driven relationship builder who has exceptional communication negotiation and decision-making skills. They think outside the box when looking for remedial solutions for clients. They are organized effectively managing their time when working on multiple applications and different files at different stages in a fast-paced changing environment.

Major Duties & Responsibilities:

• Negotiates payment arrangements for clients in arrears/default maintaining established objectives for file curing delinquencies and net losses.
• Manages insolvencies and preparation of proof of claims; research and address any client account discrepancies.
• Handles arrears and loan defaults and engages with various service providers colleagues and borrowers with speed and accuracy while maintaining professionalism.
• Controls the risk on assigned portfolios complying with regulatory requirements pertaining to collections and enforcement.
• Collaborates with other departments and teams to review and address early delinquencies or contract breaches and ensure payments are correctly processed.
• Exercises good judgement and recognizes escalates and makes recommendations for more complex issues for risk mitigation to management team.
• Reviews and assesses clients inquiries from multiple external sources to provide balanced comprehensive client-focused solutions where required.
• Ensures accuracy in processing cases for reporting and Performance Evaluation purposes in Salesforce.
• Reconciliates vendor invoices in a timely and efficient manner.
• Handling difficult client situations and scenarios with empathy effectiveness and expertise.
• Bilingual in French and English is mandatory.

Qualifications & Experience:

Degrees Diplomas & Certifications:

• The position requires a college diploma or equivalent.

Years and Range of Experience Required to Perform the Job:

• The position requires 12 years experience in a client-facing role preferably within the banking or financial services sector.
• Thorough understanding of collections/recovery practices and mortgage enforcement practices in Canada.
• Confident using Microsoft Office Outlook Word Excel Salesforce.
• Experience in customer service and conflict resolution / negotiation.
• Strong written and verbal communication skills are required
• Experience in collections credit recoveries complaints handling or other elevated customer service expertise is considered an asset/
• Bilingual in English and French is not required but is considered an asset

While we thank everyone for their interest in Haventree Bank please note that only candidates selected for an interview will be contacted. Haventree Bank is committed to providing accommodation when needed. If you require an accommodation we will work with you to meet your needs.

1. As a job candidate our recruitment process includes collecting personal information. Please click the link here to review our Privacy Policy.Privacy Statement Haventree Bank
2. Stay in touch with us if this position is not the right one for you please click on this link for other roles atCareers Haventree Bankor follow us on LinkedIn at Bank embraces equal opportunity diversity and inclusion. Please let us know if you require any accommodations during the recruitment and selection process by contacting

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Required Experience:

IC