About the role

Customer Service Specialist responsible for exceptional service to Equitable Bank’s borrowers. Supporting mortgage inquiries and providing accurate product information via phone and emails.

Responsibilities

Provide excellent customer service in an inbound customer service environment and through electronic correspondence with borrowers, solicitors, brokers and other stakeholders.
Support the borrower through their mortgage inquiries by identifying customer needs and providing appropriate options and solutions.
Provide accurate information regarding our products and services.
Fulfill customer expectations in a way that also complies with policies and procedures, for various functional areas of the mortgage life cycle.
Participate in activities designed to improve customer satisfaction and business performance.
Process various updates to the mortgage account such as borrower contact information and requested account changes.
Meet expectations in regard to outlined call quality, compliance, and customer service standards while interacting with customers.
Recognize appropriate retention triggers for renewal and refinance opportunities.
Maintain accurate system records of inquiries and transactions processed.

Demonstrated front line customer service experience (for a minimum of 12 months) in finance or mortgage industry
Post-secondary education (diploma)
Knowledge of commercial and residential lending products, related legal terminology and provincial and federal legislations
Must be self-motivated with the ability to work with little or no supervision
Ability to multi-task by navigating various systems while communicating with customers
Ability to easily build rapport and foster positive relationships with both customers and team members
Exceptional interpersonal and communication skills – written and oral
Strong active listening skills with the ability to engage with the customer
Professional and courteous telephone manner
Previous experience with Home Equity Line of Credit (HELOC) product
Strong mathematical and analytical skills
Computer literate (MS Outlook, MS Word, MS Excel)
Ability to ensure customer issues are handled appropriately, and escalating issues when necessary

💰 Competitive discretionary bonus
✨ Market leading RRSP match program
🩺 Medical, dental, vision, life, and disability benefits
📝 Employee Share Purchase Plan
👶🏽 Maternity/Parental top-up while you care for your little one
🏝 Generous vacation policy and personal days
🖥 Virtual events to connect with your fellow colleagues
🎓 Annual professional development allowance and a comprehensive Career Development program
💛 A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience