Analyst, Customer Success - Toronto, Canada - HomeEquity Bank

HomeEquity Bank

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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

***: This Role will be primarily responsible for building reports and provide daily/weekly/monthly updates on the performance of the Contact Centre, Client Relations and Loyalty care teams, along with administering the Interactive Voice response (IVR) and Customer Relationship Management (CRM) platforms to maximize day to day efficiencies in managing leads/files for the organization. The role will also be responsible for intermediate Workforce Management duties such as managing schedules/ quality checks for all teams.

MAJOR ELEMENTS OF THE ROLE:

Extract data from CRMs and Identify trends to increase overall productivity of the team.
Leverage IVR stats and features to expand efficiencies and optimization of leads.
Provide daily/weekly/monthly reporting on key Contact Centre, Client Relations and loyalty stats
Prepare detailed reports and presentations to assist the teams by summarizing key findings, insights, and recommended actions. Maintain accurate and uptodate documentation of customer success activities and outcomes along with maintenance of all reports.
Gather, analyze, and interpret customer data to generate actionable insights that drive customer satisfaction and retention. Develop and maintain customer health scorecards and dashboards.
Review all tracked data and identify trends to help improve processes if necessary and provide weekly/monthly reporting to management.
Provide actionable recommendations to the Customer Success team and other relevant departments based on data analysis to enhance the customer experience and optimize processes.

SKILLS AND EXPERIENCE REQUIRED:

Education and Professional Background

Strong analytical and problemsolving skills, with the ability to interpret complex data sets and translate findings into actionable insights.
Previous experience in a customer success, business analysis, or data analysis role
Hands on Experience working with CRM software and IVR and telephony systems such as Salesforce, Five9 etc.
Excellent verbal and written communication skills, with the ability to convey complex data findings to nontechnical stakeholders clearly and concisely
Flexibility and adaptability to work in a fastpaced, everchanging environment, with a willingness to continuously learn and improve.
Demonstrated ability to identify issues proactively, understand their root causes, and develop effective solutions to address them.

Attributes

Technologically savvy and committed to continuous improvement
Thrives on variety and continuous improvement
Results oriented
Well organized, detail oriented, and able to manage timesensitive deliverables
Excellent interpersonal, communication and conflict management skills
Acts with integrity and handles sensitive client personal and financial information in accordance with applicable regulatory requirements and internal policies and procedures
Able to work independently as well as contribute to a team

Working Conditions Unique to Job

Hybrid work environment

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 , 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