Client Relations Specialist

HomeEquity Bank•Toronto, ON

9d•Hybrid

About The Position

The Client Relations Specialist has a mandate to deliver exceptional day-to-day customer service to 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 SLAs on phone and email channels. This individual will include helping the team exceed all established phone and email service level agreements (SLAs).

Requirements

Strong verbal and written communication skills
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.
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 AM/ATF legislation is an asset.

Responsibilities

Deliver Exceptional Daily Client Service: 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 customer requests received from other HEB Business units ensuring compliance with AML/ATF 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.
Meet or Exceed Performance Benchmarks: Perform duties in alignment with established Client Relations SLAs and KPI targets.
Act as an ambassador for service excellence by meeting and surpassing service level objectives and sharing best practices to enhance overall team performance.
Actively Engage with Team and HEB: 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.
Miscellaneous Duties and Special Projects: 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 informational or client behaviour trends to the manager.
Perform miscellaneous duties and special projects as assigned.