Client Relations Specialist

HomeEquity Bank; Toronto; Hybrid; CAD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Client Relations Specialist to deliver exceptional customer service through various communication channels. This role emphasizes supporting revenue generation and operational efficiencies while ensuring compliance with AML/ATF and Privacy legislation. The ideal candidate will thrive in a hybrid office environment, demonstrating strong problem-solving skills and a customer-oriented attitude. Join a dynamic team committed to service excellence and continuous improvement, where your contributions will directly impact client satisfaction and retention.

Qualifications

• Experience in a mortgage support environment is an asset.
• Excellent verbal and written communication skills are essential.

Responsibilities

• Provide exceptional sales and service support daily.
• Address client complaints and recommend solutions.
• Coordinate with other departments to meet client needs.

Skills

Verbal Communication

Written Communication

Problem-Solving

Negotiation Skills

Client Service

Job description

Join to apply for the Client Relations Specialist role at HomeEquity Bank

POSITION SUMMARY: The Client Relations Specialist is responsible for delivering exceptional daily 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, fee/charge collection, and seeks operational efficiencies within the department and bank. Additionally, the specialist helps the team exceed all established SLAs for phone and email channels.

MAJOR ELEMENTS OF THE ROLE:

• Provide exceptional sales and service support daily.
• Assist the team when the manager is unavailable.
• Address client complaints and recommend solutions.
• Handle incoming customer communications promptly and professionally in both French and English (where applicable), including portal administration.
• Respond to requests from internal departments and managers.
• Incorporate AML/ATF and Privacy legislation into client interactions.
• Coordinate with other departments to meet client needs.
• Resolve customer disputes and escalate when necessary.
• Adhere to policies and procedures.
• Understand departmental priorities, including revenue and client retention goals.

PERFORMANCE BENCHMARKS:

• Meet or exceed SLA and KPI benchmarks.
• Act as an ambassador for service excellence and share best practices.
• Recommend and implement improvements to enhance performance.

TEAM ENGAGEMENT:

• Assist in training new team members.
• Collaborate with other departments.
• Demonstrate expertise, particularly in the reverse mortgage product.
• Provide excellent client service and support.
• Maintain a mindset of continuous improvement.
• Document all customer interactions accurately.

MISCELLANEOUS DUTIES:

• Promote teamwork and cooperation.
• Suggest and implement process improvements.
• Report suspicious activities to supervisors.
• Perform other duties and projects as assigned.

REQUIRED SKILLS AND EXPERIENCE:

• Experience in a Canadian financial institution's mortgage support environment is an asset.
• Experience in client service/call centers dealing with front-line clients.
• Excellent verbal and written communication skills.
• Professional, customer-oriented attitude.
• Strong problem-solving and negotiation skills.
• Continuous improvement mindset.
• Ability to manage multiple tasks under time constraints.
• Knowledge of Privacy and AML/ATF legislation is an asset.

WORKING CONDITIONS:

• Hybrid office environment.