Client Relations Specialist

HomeEquity Bank • Vancouver, BC

12d • Remote

About The Position

The Client Relations Specialist has a mandate to deliver exceptional day-to-day customer service to HomeEquity Bank (HEB) clients from multiple communication channels (i.e. phone, email, fax, mail, in person and /or via HEB Client portal). This role supports the collection of fees/charges and identifies opportunities for operational efficiencies within the department and the Bank. In addition, the Client Relations Specialist is accountable for helping the team meet and exceed all established service level agreements (SLAs) on phone and email channels. This individual will include helping the team exceed all established phone and email SLAs.

Requirements

• Strong verbal and written communication skills, Bilingual in French is an asset
• Ability to manage multiple tasks under time constraints
• Professional, customer-service-oriented approach
• Excellent critical thinking skills
• Continuous improvement mindset
• Experience in client service or call centers handling front-line interactions (service, sales, client retention or product specific environments) is required
• Flexibility to work alternating shifts between the hours of 9:00am – 5:30pm Pacific Standard Time (PST) and 10:00am – 6:30pm (PST) Monday through Friday; 8-hour shifts
• Experience working in an environment with performance benchmarks and service levels

Nice To Haves

• Experience at a Canadian financial institution in a mortgage servicing or support environment is an asset
• Knowledge of Privacy and AML legislation is an asset

Responsibilities

• Handle in-coming client inquiries, (phone, e-mail, voicemail, mail, fax and in-person) in a prompt and professional manner, following departmental SOPs and scripting templates.
• Process client requests received from other HEB Business units ensuring compliance with anti-money laundering (AML) and privacy legislation.
• Coordinate with other HEB departments to ensure timely responses to client needs.
• Manage and resolve client complaints and escalate when appropriate, following the complaint handling policy and procedures.
• Maintain a strong understanding of departmental mandates, priorities, client retention strategies and client satisfaction objectives.
• Perform duties in alignment with established Client Relations SLAs and key performance indicator targets.
• Act as an ambassador for service excellence by meeting and surpassing service level objectives and sharing best practices to enhance overall team performance.
• Collaborate with other Bank departments as needed.
• Demonstrate subject-matter expertise and build knowledge of the reverse mortgage product, policies, and procedures.
• Provide exceptional client service and adhere to HEB’s complaint resolution policy.
• Demonstrate curiosity and a continuous-improvement mindset to support individual and departmental growth.
• Prepare accurate notes and documentation for all client interactions and ensure all records are stored appropriately in the system.
• Contribute positively to teamwork and a collaborative environment.
• Recommend, implement and sustain process improvement initiatives that enhance client satisfaction and/or reduce costs.
• Report suspicious information or client behaviour trends to the manager.
• Perform miscellaneous duties and special projects as assigned.

Benefits

• Extended health and dental benefits
• Employee & Family Assistance Program
• Employer-Matched Group Retirement Savings Plan
• Employee Share Investment Plan
• Well-being initiatives including: a wellness account; virtual self-care programs and extended mental health benefits
• Employee corporate discount for GoodLife Fitness
• Educational Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed