Bilingual Recovery Specialist

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

This role will be responsible for managing the early stages of Default to ensure that the portfolio is maintained, and all aspects of collection processes are completed in accordance with the Standard Operating Procedures. The Recovery specialist will lead by example and ensure healthy and effective relationships are fostered within and outside the bank.

MAJOR ELEMENTS OF THE ROLE

Key Responsibilities

Operational Management:

• Monitor and manage mortgage accounts that are in the early stages of delinquency by working with clients to find resolutions.
• Review account status and identify default issues that require intervention.
• Initiate and maintain contact with borrowers via phone, email and written correspondence by communicating effectively to understand their financial situation and provide guidance and payment options.
• Negotiate arrangement plans or other solutions to resolve clients who failed in maintaining their obligations.
• Accurately document all interactions and account activity on MARS.
• Prepare reports and request for direction from a senior team member on feedback on next steps.
• Work on ad hoc monthly projects (ex:
  obituary search)

Customer and Stakeholder Management:

• Work closely with internal stakeholders such as Customer Experience, Portfolio administration and Sales.
• Order occupancy checks, title and tax searches from our external stakeholders.

SKILLS AND EXPERIENCE REQUIRED

Qualifications

• Understanding of collections, credit mortgage terms, risk management, internal controls and regulatory compliance.
• University degree or community college diploma or equivalent experience.
• Strong knowledge of the mortgage industry and/or financial services with 1+ years' experience.
• Strong computer skills, MS Office and ability to adapt to and understand CRM platforms (salesforce etc).

Attributes

• Well-organized and equally comfortable working independently or as a contributing member of a collaborative team.
• Attentive to detail, accurate, and organized.
• Strong communication and problem-solving skills.
• Bilingual skills (English and French).
• Hybrid office environment.

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 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:

Join Us! If you're ready to build the future of reverse mortgages, we want to hear from you.

• 200 Bay St., Toronto, ON M5J 2J1, Canada