Client Services Officer

Haventree Bank•Toronto, ON

10d

About The Position

Haventree Bank is a private Canadian Schedule 1 bank specializing in alternative mortgage programs and insured GIC deposits. They help hardworking Canadians from coast-to-coast achieve homeownership by offering flexible mortgage solutions. Their insured GIC deposits offer competitive rates and are available through a variety of wealth management platforms. Headquartered in Toronto, Ontario, Haventree Bank is a mission-driven alternative mortgage lender, aiming to be a catalyst of financial security and upward mobility for Canadians who are underserved by the traditional financial system. The Client Services Officer position reports to the Manager Client Services and is responsible for providing clerical and administrative support to the customer service function, including welcome calls/checks, property tax, and property insurance.

Requirements

A 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.
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.

Nice To Haves

Bilingual in French and English is preferred.

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.