Client Relations Specialist

HomEquity Bank; Toronto; On-site; CAD 40,000 - 70,000; Full time

Job summary

Eine etablierte Bank sucht einen Client Relations Specialist, der außergewöhnlichen Kundenservice bietet und die Effizienz des Teams unterstützt. In dieser Rolle sind Sie verantwortlich für die Bearbeitung von Kundenanfragen, die Einhaltung von Richtlinien und die Förderung von Teamarbeit. Sie werden die Möglichkeit haben, Ihre Kommunikations- und Problemlösungsfähigkeiten in einem dynamischen Umfeld einzusetzen und dazu beizutragen, die Kundenzufriedenheit und die Leistung des Teams zu verbessern. Wenn Sie eine Leidenschaft für Kundenservice haben und in einem unterstützenden Team arbeiten möchten, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• Erfahrung im Kundenservice in einer kanadischen Finanzinstitution ist von Vorteil.
• Starke Kommunikationsfähigkeiten und Kundenorientierung sind erforderlich.

Responsibilities

• Bereitstellung außergewöhnlicher Kundenservice über verschiedene Kommunikationskanäle.
• Verwaltung von Kundenbeschwerden und Einhaltung von Richtlinien.

Skills

Kundenservice

Kommunikationsfähigkeiten

Problemlösungsfähigkeiten

Kenntnisse in AML/ATF

Multitasking

Job description

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 HEB Client portal). The role supports revenue generation, fee/charge collection, and operational efficiencies within the department and bank. The individual will also help the team exceed established SLAs on phone and email channels.

MAJOR ELEMENTS OF THE ROLE:

Provide exceptional customer sales and service support by:

• Supporting the team in the absence of the manager
• Facilitating clear communication by raising issues and solutions
• Reviewing and recommending actions for client complaints
• Handling incoming customer calls, emails, voicemails, mail, faxes, and in-person interactions in both French and English (where applicable), following SOPs and scripts
• Acting on customer requests from internal departments and managers
• Incorporating AML/ATF and Privacy legislation into client interactions as per bank policy
• Coordinating with other departments to meet customer needs
• Managing customer complaints and knowing when to escalate
• Adhering to Policies and Procedures
• Understanding departmental mandates, revenue/fee targets, and client satisfaction goals

Perform to established performance benchmarks:

• Meet or exceed SLA/KPI benchmarks
• Act as an ambassador to achieve and improve service standards
• Provide recommendations for continuous improvement of benchmarks and service levels

Active engagement within the team and department:

• Assist in training new team members
• Collaborate with other bank departments
• Demonstrate expertise and leadership in the reverse mortgage product
• Provide excellent client service and adhere to complaint resolution policies
• Maintain a curiosity and improvement mindset
• Document all customer interactions thoroughly

Miscellaneous duties and projects:

• Promote teamwork and cooperation
• Suggest and implement process improvements
• Report suspicious trends to supervisors
• Perform additional duties as assigned

Skills and Experience Required:

• Experience in mortgage servicing/support within a Canadian financial institution is an asset
• Experience in client service/call centers dealing with front-line clients
• Excellent communication skills (verbal and written)
• Professionalism and customer service orientation
• Strong problem-solving and dispute resolution skills
• Continuous improvement mindset
• Ability to manage multiple activities under time constraints
• Experience with performance benchmarks and service levels
• Knowledge of Privacy and AML/ATF legislation is an asset