Bilingual Client Services Officer

Haventree Bank•Toronto, ON

5d•Onsite

About The Position

Haventree Bank is a private Canadian Schedule 1 bank specializing in alternative mortgage programs and insured GIC deposits. We help hardworking Canadians from coast-to-coast achieve homeownership by offering flexible mortgage solutions. Our insured GIC deposits offer competitive rates and are available through a variety of wealth management platforms. About Haventree Bank Headquartered in Toronto, Ontario, Haventree Bank (Haventree) is a mission driven alternative mortgage lender. The name Haventree is representative of the bank’s mission to help its customers find a place of refuge and to lay down new roots for the future. Haventree exists to be a catalyst of financial security and upward mobility for Canadians who are underserved by the traditional financial system.

Requirements

College diploma or equivalent.
At least 1-2 years of experience in a financial services or banking environment.
Familiar using CRM systems, digital banking platforms, and remote communication tools.
Understanding of deposit and lending products.
Proficient in Microsoft Office and comfortable working in a paperless environment.
Strong verbal and written communication skills; ability to handle high call volumes and de-escalate issues.
Experience resolving client issues efficiently and empathetically.
Comfortable with repetitive tasks and be able to multi-task.
Ability to work in a fast-paced, team-oriented environment with performance metrics.
Bilingual in French and English mandatory

Responsibilities

Serve as the first point of contact for clients via phone, email, or live chat
Address inquiries related to account balances, transactions, online banking, and general services.
Troubleshoot digital banking issues and escalate technical problems as needed.
Investigate and resolve client concerns efficiently and empathetically.
Ensure timely follow-up and escalate complex issues to appropriate teams.
Provide information on banking products such as accounts, GICs, and secured loans.
Educate clients on digital tools and self-service options, including processing transactions.
Support account maintenance and identify opportunities for specialist referrals.
Build rapport with clients by delivering personalized and attentive service.
Maintain accurate records of client interactions in CRM systems.
Support client retention by ensuring a positive and consistent service experience.
Verify client identity and follow security protocols to protect sensitive data.
Adhere to AML/ATF regulations and report suspicious activity as required.
Update client information and service requests in internal systems.
Assist with documentation and follow-up communications.