The Work !
- Provide excellent customer service in an inbound customer service environment and through electronic correspondence with borrowers, solicitors, brokers and other stakeholders.
- Support the borrower through their mortgage inquiries by identifying customer needs and providing appropriate options and solutions.
- Provide accurate information regarding our products and services.
- Fulfill customer expectations in a way that also complies with policies and procedures, for various functional areas of the mortgage life cycle.
- Participate in activities designed to improve customer satisfaction and business performance.
- Process various updates to the mortgage account such as borrower contact information and requested account changes.
- Meet expectations in regard to outlined call quality, compliance, and customer service standards while interacting with customers.
- Recognize appropriate retention triggers for renewal and refinance opportunities.
- Maintain accurate system records of inquiries and transactions processed.
Let's Talk About You !
- Demonstrated front line customer service experience (for a minimum of 12 months) in finance or mortgage industry
- Post-secondary education (diploma)
- Knowledge of commercial and residential lending products, related legal terminology and provincial and federal legislations
- Must be self-motivated with the ability to work with little or no supervision
- Ability to multi-task by navigating various systems while communicating with customers
- Ability to easily build rapport and foster positive relationships with both customers and team members
- Exceptional interpersonal and communication skills – written and oral
- Strong active listening skills with the ability to engage with the customer
- Professional and courteous telephone manner
- Previous experience with Home Equity Line of Credit (HELOC) product
- Strong mathematical and analytical skills
- Computer literate (MS Outlook, MS Word, MS Excel)
- Ability to ensure customer issues are handled appropriately, and escalating issues when necessary
Top Skills
What We Do
MakeBank on everyday banking: Earn high interest on every dollar Say no to fees No minimum balances Powered by Equitable Bank, a Schedule I Canadian Bank EQB Inc. (formerly Equitable Group Inc.) trades on the Toronto Stock Exchange (TSX: EQB and EQB.PR.C), directly serves over 607,000 Canadians through its wholly owned subsidiary Equitable Bank, Canada's Challenger Bank™, and serves over 200 Canadian credit unions that serve over 6 million of their members with products and services. Equitable Bank has grown to become Canada's 7th largest independent Schedule I bank with over a $119 billion in assets under management and assets under administration, and a clear mandate to drive real change in Canadian banking to enrich people's lives. At Equitable Bank, we are as invested in our employees as we are in our business. That’s why we are consistently recognized as one of Canada's Top Employers – a rating that comes from our 1,800 employees. Equitable Bank’s inclusive, welcoming, and pride-inducing workplace earned it the honour of being recognized as one of the top 50 organizations on the 2023 list of Canada’s Best Workplaces™. Founded over 50 years ago, Equitable Bank provides diversified personal and commercial banking, and through its EQ Bank platform (eqbank.ca), which has been named #1 Bank in Canada for three consecutive years on the Forbes World's Best Banks list for 2021, 2022, and 2023. Equitable Bank website: www.equitablebank.ca EQ Bank website: www.eqbank.ca Specialties Lending, Mortgages, Residential Lending, Commercial Lending, Reverse mortgages, Insurance lending, Equipment leasing , Credit Union, Trust, and Funds Management
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