Reverse Mortgage Account Specialist
Reverse Mortgage Account Specialist
Posted on :
10-04-2025
Employer Active
1 Vacancy
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Job Description
Join a Challenger
Being a traditional bank just isnt our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options and we challenge ourselves and our teams to creatively transform whats possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If youre not afraid of taking on big challenges and redefining the future you belong with us. Youll get to work with people who will encourage you to reach new heights. We like to keep things fun ask questions and learn together.
We are a big (and growing! family. Overall we serve more than 670000 people acrossCanadathrough Equitable BankCanadasChallenger Bank and have been around for more than 50 years. Equitable Banks whollyowned subsidiary Concentra Bank supports credit unions acrossCanadathat serve more than six million members. Together we have over$125 billionin combined assets under management and administration with a clear mandate to drive change in Canadian banking to enrich peoples lives. Our customers have named our EQ Bank digital platform eqbank one of the top banks in Canada on the Forbes Worlds Best Banks list since 2021.
The Work
The Reverse Mortgage Account Specialist is a reverse mortgage product expert responsible for delivering an exceptional bestinclass customer service experience to all potential customers.The Specialist supports potential new borrowers through the initial stages of their product exploration competently and confidently answering questions and assists the Sales team by inputting and documenting customer details assigning leads based on the distribution rules and scheduling appointments. In addition the Specialist will make outbound calls to potential customers set up the loans and use CRM IVR and other backend systems to manage and triage the Reverse Mortgage inbox and assist with a variety of administrative tasks.
The Core Responsibilities!
- Be the first point of contact via phone or written channels for potential new reverse mortgage directtoconsumer (DTC) customers delivering a warm engaging and informative experience that exceeds expectations.
- Ensure that every customer interaction is handled with professionalism empathy and efficiency creating a seamless and positive first impression of Equitable Bank.
- Identify potential leads by facilitating high level qualification for our product and meeting the unique needs of our senior clients.
- Maintain records of customer interactions and distribute leads to the Sales Team.
- Booking of appointments for potential clients with DTC sales team.
- Maintain a targeted conversion rate of transitioning eligible callers to the Sales Team.
- Responsible for meeting daily activity metrics and entering communication activities into Microsoft Dynamics (CRM) including qualifying nonqualifying and disqualifying leads.
- Efficiently and accurately set up loans in our backend systems within strict deadlines enabling the credit team to begin underwriting promptly.
Lets Talk About You!
- Must be fluent in English forboth verbal and written communication.
- Demonstrates exceptional customer service skills both verbal and written.
- Minimum of 2 years experience in a fastpaced customer service environment in the finance and/or mortgage industry.
- Sound knowledge and understanding of the Mortgage Industrys current regulations and trends.
- Excellent time / priority management analytical and problemsolving skills.
- Ability to work under pressure and meet tight deadlines.
- Working knowledge of MS Office and Office 365.
- Postsecondary education (business or marketing diploma).
- A team player who supports a collaborative work environment.
- Dedicated to sharing of ideas and working with likeminded individuals.
- Knowledge and experience with Reverse Mortgages are an asset.
- Being bilingual (English and French) for both verbal and written communication is a plus but not a requirement.
What we offer For fulltime permanent roles
Competitive discretionary bonus
Market leading RRSP match program
Medical dental vision life and disability benefits
Employee Share Purchase Plan
Maternity/Parental topup 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
Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyones diverse experiences and perspectives. In tandem with that commitment we support and encourage our staff to grow not just in their career path but personally as well.
We commit to providing a barrierfree recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond.All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.
We cant wait to get to know you!
Required Experience:
Unclear Seniority
Employment Type
Full-Time
Key Skills
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