Bilingual, Reverse Mortgage Account Specialist (FRENG)
Share
Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Join a Challenger
Being a traditional bank just isnt our thing so we challenge ourselves to get creative in providing innovative banking solutions for Canadians.
How do we get there With a talented team of inquisitive and agile challengers that break through the status quo. So if youre passionate about redefining the future of bankingwhile having funthis could be your next big opportunity.
Our company continues to grow and today we serve more than 670000 people acrossCanadathrough Equitable BankCanadasChallenger Bank and have been around for more than 50 years. Equitable Banks wholly-owned 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 customers have named our EQ Bank digital platform () 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 providing an exceptional 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 documenting customer details and scheduling addition the Specialist will make outbound calls to potential customers take calls from existing reverse mortgage clients as required 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 direct to consumer (DTC) customers providing an exceptional customer experience during each interaction.
- Identify potential leads by facilitating high level qualification for our product and meeting the unique needs of our senior clients.
- Meet expectations regarding call quality compliance and customer service standards and seniors code principles.
- Make outbound calls to potential customers diligently following up at the agreed upon cadence to ensure contact is made in a timely manner.
- Maintain records of customer interactions and distribute leads to the Sales Team.
- Booking of appointments through Outlook Calendar and/or Calendly for potential clients with DTC sales team.
- Responsible for meeting daily activity metrics and entering communication activities into Microsoft Dynamics (CRM) including qualifying non qualifying and disqualifying leads.
- Support management by capturing customer feedback.
- Provide accurate information regarding our products and services.
- Fulfill customer expectations in a way that also complies with policies and procedures.
- Participate in activities designed to improve customer satisfaction and business performance.
- Support existing customers through their reverse mortgage inquiries by identifying customer needs and providing appropriate options and solutions.
- Process various updates to the mortgage account such as borrower contact information and requested account changes.
Lets Talk About You!
- Must be fluent in French and English for both verbal and written communication.
- Demonstrates exceptional customer service skills both verbal and written.
- Minimum of 2 years experience in a fast-paced 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 problem-solving skills.
- Ability to work under pressure and meet tight deadlines.
- Working knowledge of MS Office and Office 365.
- Post-secondary education (business or marketing diploma).
- A team player who supports a collaborative work environment.
- Dedicated to sharing of ideas and working with like-minded individuals.
- Knowledge and experience with Reverse Mortgages are an asset.
What we offer For full-time permanent roles
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
The incumbent will be working hybrid and in office time will be spent working from Equitable Banks additional office space located at 2200-25 Ontario Street Toronto ON.
Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyones diverse experiences and 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 barrier-free 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 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:
IC
Key Skills
- Administrative Skills
- Time Management
- Diplomatic Skills
- Listening Skill
- Languages Fluency
- Organizational Skill
- Pressure Management
- Discipline Skills
- Communication
- Relationship Management
- Client Services
- Flexibility
- IT Skill
- Orderly Condition
- Secretarial Skill
About Company
At Equitable Bank, we specialize in providing branchless financial services that meet the unique needs of all Canadians. Our range of mortgages, savings accounts and investment options are designed to offer the right solutions to match any unique circumstance.
