Reverse Mortgage Account Specialist

Equitable Group; Toronto; On-site; CAD 50,000 - 75,000; Full time

Job summary

Join Equitable Group as a Reverse Mortgage Account Specialist, where you'll be at the forefront of customer service in the mortgage sector. Engage with clients, assist them throughout the loan process, and deliver exceptional support while helping to reshape the banking experience. Benefit from a dynamic work culture that promotes professional development and offers competitive perks.

Benefits

Competitive discretionary bonus

Market-leading RRSP match

Medical, dental, vision, life, and disability benefits

Employee Share Purchase Plan

Maternity/Parental top-up

Generous vacation and personal days

Virtual social events

Professional development allowance

Qualifications

• At least 2 years of experience in customer service, preferably in finance or mortgages.
• Knowledge of current mortgage regulations and trends.
• Bilingual in English and French is a plus.

Responsibilities

• Serve as the first point of contact for potential DTC reverse mortgage customers.
• Book appointments and maintain records of interactions.
• Achieve targeted conversion rates and set up loans accurately.

Skills

Customer service

Time management

Analytical skills

Problem-solving

Education

Post-secondary education in business or marketing

Tools

MS Office

Office 365

Microsoft Dynamics

Job description

Join a Challenger

Being a traditional bank isn’t our thing. We believe in innovating the banking experience because Canadians deserve better options. Our inquisitive and agile team strives to transform banking creatively. If you’re not afraid of big challenges and redefining the future, you belong with us. We promote a fun, collaborative environment where questions are encouraged and learning is ongoing.

We are a growing family serving over 670,000 people across Canada through Equitable Bank, Canada's Challenger Bank, with over 50 years of history. Our subsidiary, Concentra Bank, supports credit unions serving more than six million members. Together, we manage over $125 billion in assets, aiming to drive change in Canadian banking and enrich lives. Our digital platform, eqbank.ca, has been named one of the top banks in Canada on the Forbes World's Best Banks list since 2021.

Position Overview: The Reverse Mortgage Account Specialist is a product expert responsible for delivering exceptional customer service to potential borrowers. You will support customers through initial product exploration, answer questions confidently, input and document customer details, assign leads, and schedule appointments. Additionally, you will make outbound calls, set up loans, and manage communications using CRM, IVR, and other systems, while assisting with administrative tasks.

Key Responsibilities:

1. Be the first point of contact for potential DTC reverse mortgage customers, providing a warm and engaging experience.
2. Handle customer interactions professionally, empathetically, and efficiently to create positive impressions.
3. Identify leads and facilitate high-level qualification based on customer needs.
4. Maintain records of interactions and distribute leads to the Sales Team.
5. Book appointments with potential clients.
6. Achieve targeted conversion rates by transitioning eligible callers to the Sales Team.
7. Meet daily activity metrics and log activities in Microsoft Dynamics.
8. Set up loans accurately within deadlines to support prompt underwriting.

Qualifications:

• Fluent in English (verbal and written).
• Exceptional customer service skills.
• At least 2 years of experience in a fast-paced customer service role, preferably in finance or mortgage industries.
• Knowledge of current mortgage regulations and trends.
• Strong time management, analytical, and problem-solving skills.
• Ability to work under pressure and meet deadlines.
• Proficient in MS Office and Office 365.
• Post-secondary education in business or marketing.
• Team player with collaborative spirit.
• Experience with Reverse Mortgages is an asset.
• Bilingual in English and French is a plus, but not required.

What We Offer:

• Competitive discretionary bonus
• Market-leading RRSP match
• Medical, dental, vision, life, and disability benefits
• Employee Share Purchase Plan
• Maternity/Parental top-up
• Generous vacation and personal days
• Virtual social events
• Professional development allowance and career growth opportunities
• The chance to be part of a top FinTech creating innovative banking experiences

Equitable Bank values diversity and inclusion, supporting a barrier-free recruitment process. Please inform us of any accommodations needed to bring your best self to the application and employment process. All candidates must pass criminal and credit background checks. Only candidates whose skills closely match the requirements will be contacted.

We look forward to learning more about you!