WHO WE ARE
HomeEquity Bank is a Schedule 1 Canadian chartered bank and the leading national provider of reverse mortgages, with a growing portfolio. As the only bank solely dedicated to serving homeowners 55 and up, we’re passionate about helping Canadian homeowners live retirement on their terms. We live that commitment every day, with a range of reverse mortgage solutions that include our flagship CHIP Reverse Mortgage™ product.
OUR VALUES, OUR PASSION
At HomeEquity Bank, our values drive and inspire our actions with our customers, our partners and each other.
- 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:
This role is primarily responsible for building reports and providing daily, weekly, and monthly updates on the performance of the Contact Centre and Client Relations teams. It also involves administering the Interactive Voice Response (IVR) and Customer Relationship Management (CRM) platforms to maximize daily efficiencies in managing leads and files. Additionally, the role covers intermediate Workforce Management duties such as scheduling and quality checks for both teams.
MAJOR ELEMENTS OF THE ROLE:
• Extract data from CRMs and identify trends to increase overall team productivity
• Leverage IVR stats and features for lead optimization
• Provide daily/weekly/monthly reporting on key Contact Centre and Client Relations metrics
• Report individual productivity trends on a weekly/monthly basis
• Manage incoming prospect and marketing inbox emails, respond to complaints, and track trends
• Analyze tracked data to identify process improvements and provide reports to management
• Conduct quality assurance oversight for the Contact Centre team
• Collaborate with HR’s Talent Development team to develop training materials
SKILLS AND EXPERIENCE REQUIRED:
Education and Professional Background:
• Completed postsecondary education or progressive experience in customer service or telephone sales
• Experience working with CRM software and IVR/telephony systems
• Proficiency in MS Office products, especially Excel
• Demonstrated data analysis skills
• Minimum typing speed of 40 words per minute
Attributes:
• Technologically savvy and continuously seeks improvement
• Thrives in dynamic environments
• Results-oriented and well organized
• Detail-focused and capable of meeting deadlines
• Strong interpersonal, communication, and conflict management skills
• Maintains integrity and handles sensitive information in compliance with regulations and policies
• Able to work independently and collaboratively
WORKING CONDITIONS UNIQUE TO JOB:
• Hybrid home/office work environment
• Flexible shifts between 8:30 AM to 8:00 PM EST
WHY WORK AT HOMEEQUITY BANK?
Great Environment
HomeEquity Bank offers a hybrid working environment supported with a culture of flexibility – an approach that is unique to each person, and that enables both business and individual needs to be met in a mutually beneficial way.
We pride ourselves in recognizing and celebrating performance, community service, teamwork, and diversity among our employees.
A Dynamic Culture – With People at the Centre
We believe our people make all the difference; our tireless commitment to inclusivity, professional development, and employee experience has been recognized through awards including the Greater Toronto’s Top Employers 2024,Waterstone Canada's Most Admired Corporate Cultures 2022-2023, the Globe and Mail's Report on Business: Canada's Top Growing Companies 2022 (third year since 2019), Canadian's Mortgage Professional (CMP) Top Mortgage Employer 2023 for the third year in a row and Achievers Top 50 Most Engaged Workplaces 2023.
Growth and Opportunities
We provide challenging and rewarding careers in a wide variety of fields. We continuously develop and train our employees through professional growth opportunities and on-the-job training. We also encourage our employees to develop professionally and personally though a series of career developing programs including our Educational Assistance Program, designed to reimburse costs related to professional learning and development.
Celebrating Great Work and People
We believe in an environment that celebrates success, knowledge, leadership, and work that is inspired by our core values. For these reasons, we have created several programs that make it easy for our employees to say ‘great job’ to their colleagues and leaders.
From our Appreciate! Program to the High Five Award Program and President’s Award Program, we recognize professional achievement with a variety of rewards including points towards gift cards, merchandise, and travel experiences, as well as group RRSP/DPSP contributions and more.
Our Community Leadership Program recognizes employees who make a positive impact in their communities through volunteer work with a grant for their charity of choice. Additionally, we provide employees with one paid day off each year to volunteer at their favourite local charity.
The Perks (for eligible employees)
HomeEquity Bank offers a competitive total rewards package that includes:
Extended health and dental benefits
Employee & Family Assistance Program
Employer-Matched Group Retirement Savings Plan
Employee Share Investment Plan
Well-being initiatives including: a wellness account; virtual self-care programs and extended mental health benefits
Employee corporate discount for GoodLife Fitness
HomeEquity Bank is committed to an inclusive, equitable and accessible workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.
Please note that our successful candidate is required to complete a background check.
Stay in the Know
Find out what we’re up to online, and learn more about what makes HomeEquity Bank a great place to work:
LinkedIn
Youtube
Facebook
Twitter
Instagram
Chip.ca
Join Us! If you’re ready to build the future of reverse mortgages, we want to hear from you.
Top Skills
What We Do
HomeEquity Bank is a Schedule I Canadian bank and is the only provider exclusively focused on reverse mortgages for homeowners aged 55 and over. HomeEquity Bank is a privately held company and helps Canadians live retirement their way by providing a safe, secure, and easy way to access the equity they’ve built up in their homes through their financial solutions, the CHIP Reverse Mortgage® and Income Advantage®. HomeEquity Bank has been the leader of reverse mortgages in Canada since its inception in 1986. HomeEquity Bank has an effective direct-to-consumer distribution model as well as a well-established network of referral partners. This extensive partner network includes all major Canadian banks, credit unions, mortgage brokers, and financial planning firms.
