Client Accounts Specialist

Haventree Bank; Calgary; On-site; CAD 45,000 - 60,000; Full time

Job summary

Haventree Bank is seeking a Client Accounts Specialist to build relationships, negotiate remedies for accounts in arrears, and manage multiple files in a fast-paced environment. The role emphasizes accuracy, communication, and collaboration across departments.

The ideal candidate has 1–2 years of client-facing experience in banking or financial services, a college diploma, and strong negotiation skills. Bilingual English/French is an asset.

Qualifications

• Requires college diploma or equivalent.
• 1–2 years in a client-facing role, preferably in banking/financial services.
• Thorough understanding of collections, recovery, and mortgage enforcement in Canada.
• Experience in customer service and conflict resolution / negotiation.
• Strong written and verbal communication skills.
• Experience in collections, credit recoveries, complaints handling, or related customer service is a plus.
• Bilingual in English and French is an asset.

Responsibilities

• Negotiate payment arrangements for clients in arrears/default.
• Manage insolvencies and prepare proofs of claims.
• Handle arrears and loan defaults with service providers and borrowers.
• Control risk on assigned portfolios per regulatory requirements.
• Collaborate with departments to address early delinquencies or contract breaches.
• Escalate complex issues for risk mitigation to management.
• Review client inquiries to provide balanced, client-focused solutions.
• Ensure accuracy in processing cases for Salesforce reporting.
• Reconcile vendor invoices promptly.
• Handle difficult client situations with empathy and professionalism.

Skills

Communication

Negotiation

Decision-making

Bilingual (French/English)

Education

College diploma

Job description

Haventree Bank is a private Canadian Schedule 1 bank specializing in alternative mortgage programs and insured GIC deposits. We help hardworking Canadians from coast-to-coast achieve homeownership by offering flexible mortgage solutions. Our insured GIC deposits offer competitive rates and are available through a variety of wealth management platforms.

About Haventree Bank

Headquartered in Toronto, Ontario, Haventree Bank (Haventree) is a mission driven alternative mortgage lender. The name Haventree is representative of the bank’s mission to help its customers find a place of refuge and to lay down new roots for the future. Haventree exists to be a catalyst of financial security and upward mobility for Canadians who are underserved by the traditional financial system.

Position Summary

Reporting to the Manager, Client Accounts Management, our Client Accounts Specialist is a self-driven relationship builder who has exceptional communication, negotiation, and decision-making skills. They think outside the box when looking for remedial solutions for clients. They are organized, effectively managing their time when working on multiple applications, and different files at different stages in a fast-paced, changing environment.

Major Duties & Responsibilities

• Negotiates payment arrangements for clients in arrears/default, maintaining established objectives for file curing, delinquencies and net losses.
• Manages insolvencies and preparation of proof of claims; research and address any client account discrepancies.
• Handles arrears and loan defaults and engages with various service providers, colleagues and borrowers with speed and accuracy while maintaining professionalism.
• Controls the risk on assigned portfolios, complying with regulatory requirements pertaining to collections and enforcement.
• Collaborates with other departments and teams to review and address early delinquencies or contract breaches and ensure payments are correctly processed.
• Exercises good judgement and recognizes, escalates, and makes recommendations for more complex issues for risk mitigation to management team.
• Reviews and assesses client’s inquiries from multiple external sources to provide balanced, comprehensive, client-focused solutions where required.
• Ensures accuracy in processing cases for reporting and Performance Evaluation purposes in Salesforce.
• Reconciliates vendor invoices in a timely and efficient manner.
• Handling difficult client situations and scenarios with empathy, effectiveness and expertise.
• Bilingual in French and English is mandatory.

Qualifications & Experience

Degrees, Diplomas & Certifications

• The position requires a college diploma or equivalent.

Years and Range of Experience Required to Perform the Job

• The position requires 1-2 years' experience in a client-facing role, preferably within the banking or financial services sector.
• Thorough understanding of collections/recovery practices, and mortgage enforcement practices in Canada.
• Experience in customer service and conflict resolution / negotiation.
• Strong written and verbal communication skills are required
• Experience in collections, credit recoveries, complaints handling, or other elevated customer service expertise is considered an asset/
• Bilingual in English and French is not required, but is considered an asset

While we thank everyone for their interest in Haventree Bank, please note that only candidates selected for an interview will be contacted. Haventree Bank is committed to providing accommodation when needed. If you require an accommodation, we will work with you to meet your needs.

Haventree Bank embraces equal opportunity, diversity, and inclusion. Please let us know if you require any accommodations during the recruitment and selection process by contacting [e-mail]