Complaints Management Specialist

Tuesday, November 12, 2024

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.

• Courage to Act. Do the Right Thing
• One Team. One Vision
• Think Long-Term. Ever-Evolving

POSITION SUMMARY:

The Complaints Management Specialist is responsible for end-to-end handling of escalated customer complaints. The role works very closely with cross-functional internal departments to ensure all complaints are being handled and resolved in a timely manner, and activities are accurately captured within our databases for tracking, reporting, and analysis to support an environment of continuous improvement.

KEY RESPONSIBILITIES:

• Receive customer complaints from various communication channels including phone and email and communicate with clients directly to resolve issues and follow up as necessary.
• Ensure the highest level of customer service by investigating and resolving client complaints in a timely manner.
• Facilitate all complaint investigation actions by using systems and databases and applying investigatory and research techniques.
• Liaise with various departments and individuals to gather additional information and determine root causes of complaints.
• Provide appropriate solutions or resolutions to clients, ensuring they are informed of investigation outcomes.
• Document and maintain accurate information related to the complaint in a comprehensive and accurate manner in systems and databases, to enable ongoing reporting and trends analysis.

ADDITIONAL RESPONSIBILITIES:

• Increase and maintain knowledge of all products, compliance rules, and operations.
• Report suspicious informational/request trends from customers to supervisor.
• Exercise a high level of professionalism.
• Continuously promote teamwork and cooperation.
• Recommend, implement, and sustain process improvements ideas to reduce complaints and costs, improve efficiencies, increase customer satisfaction, and identify revenue opportunities.
• Perform additional miscellaneous duties and special projects as assigned.

ATTRIBUTES:

• Advanced verbal, written and interpersonal communication skills to effectively communicate with all levels of employees and customers. French language proficiency is an asset.
• Strong analytical and problem-solving skills with an ability to investigate complaints and identify trends and root causes.
• Strong sense of personal accountability, mature judgement, and ability to exercise independent discretion.
• Forward thinking problem solver with strong analytical and decision-making skills.
• Knowledge of relevant legislation and regulations related to customer complaints in the financial services industry.
• Able to work under pressure and simultaneously manage several high-priority cases, and apply effective client handling techniques under a variety of conditions, especially during heightened emotional states.
• Self-directed, self-motivated, patient, resilient, and tenacious.
• Organized with strong time management skills.

QUALIFICATION AND EXPERIENCE:

• Post-Secondary education or equivalent work experience.
• 5 years+ experience at a call center or similar.
• 2 years+ complaint handling experience.
• Experience working within a regulatory environment.
• Proven ability to work independently as well as collaborate within a team.
• Computer-literate with intermediate proficiency in Microsoft application tools (Word, PowerPoint, Excel, Outlook).
• Comfortable working in a fast-paced environment.

WORKING CONDITIONS UNIQUE TO JOB:

• Hybrid home/office work environment.
• Shifts may vary according to business needs with hours of operation between 8:30 AM - 7 PM EST.

WHY WORK AT HOMEEQUITY BANK?

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 through 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

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 F.