**WHO WE ARE**
HomeEquity Bank is a Schedule 1 Canadian chartered bank and the leading national provider of reverse mortgages, dedicated to serving homeowners 55 and up. We are passionate about helping Canadian homeowners live retirement on their terms.

**OUR VALUES**
- Customer-Focused
- Passionate Advocates
- Courage to Act
- Do the Right Thing
- One Team. One Vision
- Think Long-Term. Ever-Evolving
- Be Exceptional. Inspire Greatness

**POSITION SUMMARY**
The Client Relations Specialist is responsible for delivering exceptional day-to-day customer service to HEB clients through multiple communication channels (phone, email, fax, mail, in person, and/or via HEB Client portal). The role supports revenue generation, collection of fees/charges, and seeks opportunities for operational efficiencies.

**MAJOR ELEMENTS OF THE ROLE**
- Provide day-to-day customer sales and service support.
- Facilitate clear communication by bringing forward issues and solutions.
- Handle incoming customer queries (calls, emails, etc.) in both French and English (where applicable).
- Support internal teams with responses to customer requests and interactions as per the Bank’s policy.
- Address customer complaints and disputes, escalating them as necessary.
- Understand departmental mandates, including revenue/fee targets and client retention strategies.
- Help exceed established service level agreements (SLA) and performance benchmarks.
- Assist in training new team members and demonstrate subject matter expertise.
- Prepare documentation for all customer interactions ensuring records are stored appropriately.

**SKILLS AND EXPERIENCE REQUIRED**
- Experience in a Canadian financial institution or mortgage servicing/support environment is an asset.
- Proven client service experience with excellent verbal and written communication skills.
- Strong problem-solving capabilities, with a customer service-oriented attitude.
- Experience in environments with performance benchmarks and service levels.
- Knowledge of Privacy and AML/ATF legislation is an asset.
- Flexibility to work shifts between 8:30 AM EST and 7:00 PM EST, Monday through Friday.

**WORKING CONDITIONS**
Hybrid office environment.

**WHY WORK AT HOMEEQUITY BANK?**
- **Great Environment**: Hybrid working supported by a flexible culture.
- **Dynamic Culture**: Recognized for commitment to inclusivity and employee experience.
- **Growth Opportunities**: Professional development and training available.
- **Celebrating Achievements**: Various recognition programs for employee accomplishments.
- **Total Rewards Package**: Competitive benefits including health, dental, and retirement plans, alongside wellness initiatives.

HomeEquity Bank is committed to an inclusive, equitable, and accessible workplace. Accommodations are available upon request. Successful candidates will be required to complete a background check.

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