Complaints Specialist

HomeEquity Bank•Toronto, ON

3d•Hybrid

About The Position

The Complaints Management Specialist is responsible for end-to-end handling of escalated customer complaints. The role works very closely with cross-functional internal departments to ensure all complaints are being handled and resolved in a timely manner, and activities are accurately captured within our databases for tracking, reporting, and analysis to support an environment of continuous improvement.

Requirements

Post-Secondary education or equivalent experience.
5 years+ experience at a call center or similar.
Experience working within a regulatory environment.
Proven ability to work independently as well as collaborate within a team.
Computer-literate with intermediate proficiency in Microsoft application tools (Word, PowerPoint, Excel, Outlook)
Comfortable working in a fast-paced environment.
Advanced verbal, written and interpersonal communication skills to effectively communicate with all levels of employees and customers.
Strong analytical and problem-solving skills with an ability to investigate complaints and identify trends and root causes.
Strong sense of personal accountability, mature judgement, and ability to exercise independent discretion.
Forward thinking problem solver with strong analytical and decision-making skills.
Knowledge of relevant legislation and regulations related to customer complaints in the financial services industry.
Able to work under pressure and simultaneously manage several high-priority cases, and apply effective client handling techniques in under a variety of conditions, especially during heightened emotional states.
Self-directed, self-motivated, patient, resilient, and tenacious.
Organized with strong time management skills.

Nice To Haves

2 years+ complaint handling experience, preferred
French language proficiency is an asset.

Responsibilities

Receive customer complaints from various communication channels including phone and email and communicate with clients directly to resolve issues and follow up as necessary.
Ensure the highest level of customer service by investigating and resolving client complaints in a timely manner.
Facilitate all complaint investigation actions by using systems and databases and applying investigatory and research techniques.
Liaise with various departments and individuals to gather additional information and determine root causes of complaints.
Provide appropriate solutions or resolutions to clients, ensuring they are informed of investigation outcomes.
Document and maintain accurate information related to the complaint in a comprehensive and accurate manner in systems and databases, to enable ongoing reporting and trends analysis.
Increase and maintain knowledge of all products, compliance rules, and operations.
Report suspicious informational/request trends from customers to supervisor.
Exercise a high level of professionalism.
Continuously promote teamwork and cooperation.
Recommend, implement, and sustain process improvements ideas to reduce complaints and costs, improve efficiencies, increase customer satisfaction, and identify revenue opportunities.
Perform additional 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
Wellness initiatives including: a wellness account; virtual self-care programs and extended mental health benefits
Employee corporate discount for GoodLife Fitness
Professional growth opportunities
On-the-job training
Educational Assistance Program, designed to reimburse costs related to professional learning and development.
Appreciate! Program
High Five Award Program
President’s Award Program
Points towards gift cards, merchandise, and travel experiences
Group RRSP/DPSP contributions
Community Leadership Program
One paid day off each year to volunteer at their favourite local charity.