Loyalty Specialist - Toronto, Canada - HomeEquity Bank

HomeEquity Bank

Verified Company

Toronto, Canada

4 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

Retaining customers is the primary responsibility of this position.

This role implements client retention strategies across multiple channels to retain business, maximize revenue opportunities, and achieve or exceed the loyalty objectives.

The role works closely with internal cross-functional teams (sales, client relations, data analytics) to identify high-value clients with retention and upsell opportunities, and propose solutions based on an understanding of client needs providing excellent customer service with sharp business acumen.

MAJOR ELEMENTS OF THE ROLE

Manages multiple clients referred by Client Relations, Sales or other cross functional teams as well as proactively contacts select customers to review their financial situation and mortgage needs
Takes initiative to identify issues, report customer concerns, identify gaps and ways to improve retention
Promotes and presents rationale to selected clients on how HEB's products and services can meet each client's diverse needs to increase loyalty, maintain or upsell existing business
Maintains indepth knowledge of HEB's products and services including preestablished retention offers to ensure a position to overcome objectives and present the right rationale and benefits
Manages all aspects of retention activities including client account analysis and coordinating with other departments such as client relations, sales, underwriting, operations, finance and key stakeholders, focusing on operational and customer service excellence
Handles incoming client calls in a prompt and professional manner
Incorporates AML/ATF and Privacy legislation into client interactions
Gathers and analyses retention file activity, client profiles and other important metrics; creates client retention reports to provide insight and observations regarding the effectiveness of retention activities
Gathers internal and client feedback and collects information to recommend changes to processes or approaches to increase client retention effectiveness
Keeps abreast of changing rules and regulations, and also competitors' products/services
From time to time may be asked to participate in and or lead a retention project which will advance the operations, and strategic efforts of the department

SKILLS AND EXPERIENCE REQUIRED

Previous inbound/outbound sales experience
Proven communication, interpersonal and relationship management skills
Ability to analyze client needs and quickly and effectively identify the right solution
Excellent organization and time management skills
Ability to work autonomously and effectively plan own work
Ability to adapt quickly and easily to changes within the department or organization as industry rules change, market competition changes or business volume fluctuates
Excellent problemsolving skills to tactfully deal with customer feedback and demonstrated ability to negotiate resolutions
Continuous Improvement mindset is required

DESIRED/GOOD TO HAVE

Knowledge of banking/financial products or services
Knowledge of Privacy and AM/ATF legislation and HEB's mortgage products and services
Bilingual is considered a desired asset

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 p