Bilingual Loyalty Specialist

WHO WE ARE

HomeEquity Bank is a Schedule 1 Canadian chartered bank and the leading national provider of reverse mortgages, with a growing portfolio. As the only bank solely dedicated to serving homeowners 55 and up, we’re passionate about helping Canadian homeowners live retirement on their terms. We live that commitment every day, with a range of reverse mortgage solutions that include our flagship CHIP Reverse Mortgage product.

OUR VALUES, OUR PASSION

At HomeEquity Bank, our values drive and inspire our actions with our customers, our partners and each other.

• Courage to Act. Do the Right Thing
• One Team. One Vision
• Think Long-Term. Ever-Evolving

POSITION SUMMARY

Retaining customers is the primary responsibility of this position. This role implements client retention strategies across multiple channels to retain business, maximize revenue opportunities, and achieve or exceed the loyalty objectives. The role works closely with internal cross-functional teams (sales, client relations, data analytics) to identify high-value clients with retention and upsell opportunities, and propose solutions based on an understanding of client needs providing excellent customer service with sharp business acumen.

MAJOR ELEMENTS OF THE ROLE

Key accountabilities of this position include:

• Manages multiple clients referred by Client Relations, Sales or other cross functional teams as well as proactively contacts select customers to review their financial situation and mortgage needs.
• Takes initiative to identify issues, report customer concerns, identify gaps and ways to improve retention.
• Promotes and presents rationale to selected clients on how HEB’s products and services can meet each client’s diverse needs to increase loyalty, maintain or upsell existing business.
• Maintains in-depth knowledge of HEB’s products and services including pre-established retention offers to ensure a position to overcome objectives and present the right rationale and benefits.
• Manages all aspects of retention activities including client account analysis and coordinating with other departments such as client relations, sales, underwriting, operations, finance and key stakeholders, focusing on operational and customer service excellence.
• Handles in-coming client calls in a prompt and professional manner.
• Incorporates AML/ATF and Privacy legislation into client interactions.
• Gathers and analyses retention file activity, client profiles and other important metrics; creates client retention reports to provide insight and observations regarding the effectiveness of retention activities.
• Gathers internal and client feedback and collects information to recommend changes to processes or approaches to increase client retention effectiveness.
• Keeps abreast of changing rules and regulations, and also competitors’ products/services.
• From time to time may be asked to participate in and or lead a retention project which will advance the operations, and strategic efforts of the department.

SKILLS AND EXPERIENCE REQUIRED

• Previous inbound/outbound sales experience.
• Proven communication, interpersonal and relationship management skills.
• Strong written and verbal communication skills in French and English.
• Ability to analyze client needs and quickly and effectively identify the right solution.
• Excellent organization and time management skills.
• Ability to work autonomously and effectively plan own work.
• Ability to adapt quickly and easily to changes within the department or organization as industry rules change, market competition changes or business volume fluctuates.
• Excellent problem-solving skills to tactfully deal with customer feedback and demonstrated ability to negotiate resolutions.
• Continuous Improvement mindset is required.

DESIRED/GOOD TO HAVE

• Knowledge of banking/financial products or services.
• Knowledge of Privacy and AM/ATF legislation and HEB’s mortgage products and services.

Working Conditions:

• Hybrid office environment.

WHY WORK AT HOMEEQUITY BANK?

HomeEquity Bank offers a hybrid working environment supported with a culture of flexibility – an approach that is unique to each person, and that enables both business and individual needs to be met in a mutually beneficial way.

We pride ourselves in recognizing and celebrating performance, community service, teamwork, and diversity among our employees.

A Dynamic Culture – With People at the Centre

We believe our people make all the difference; our tireless commitment to inclusivity, professional development, and employee experience has been recognized through awards including the Greater Toronto’s Top Employers 2024, Waterstone Canada's Most Admired Corporate Cultures 2022-2023, the Globe and Mail's Report on Business: Canada's Top Growing Companies 2022 (third year since 2019), Canadian's Mortgage Professional (CMP) Top Mortgage Employer 2023 for the third year in a row and Achievers Top 50 Most Engaged Workplaces 2023.

Growth and Opportunities

We provide challenging and rewarding careers in a wide variety of fields. We continuously develop and train our employees through professional growth opportunities and on-the-job training. We also encourage our employees to develop professionally and personally through a series of career developing programs including our Educational Assistance Program, designed to reimburse costs related to professional learning and development.

Celebrating Great Work and People

We believe in an environment that celebrates success, knowledge, leadership, and work that is inspired by our core values. For these reasons, we have created several programs that make it easy for our employees to say ‘great job’ to their colleagues and leaders.

From our Appreciate! Program to the High Five Award Program and President’s Award Program, we recognize professional achievement with a variety of rewards including points towards gift cards, merchandise, and travel experiences, as well as group RRSP/DPSP contributions and more.

Our Community Leadership Program recognizes employees who make a positive impact in their communities through volunteer work with a grant for their charity of choice. Additionally, we provide employees with one paid day off each year to volunteer at their favourite local charity.

The Perks

HomeEquity Bank offers a competitive total rewards package that includes:

• 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.

HomeEquity Bank is committed to an inclusive, equitable and accessible workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Please note that our successful candidate is required to complete a background check.

Stay in the Know

Find out what we’re up to online, and learn more about what makes HomeEquity Bank a great place to work:

Join Us! If you’re ready to build the future of reverse mortgages, we want to hear from you.

• 200 Bay St., Toronto, ON M5J 2J1, Canada