Director, Mortgage Servicing - Toronto - HomEquity Bank

    HomEquity Bank
    HomEquity Bank Toronto

    3 days ago

    Full time
    Description

    POSITION SUMMARY:*MAJOR ELEMENTS OF THE

    ROLE:

    Lead the Strategic Direction and Operations of Mortgage Servicing and Client Relations Teams Develop a strategic roadmap designed to optimize client service delivery with operational efficiency and exceptional customer experience
    • Define service delivery model for Client Relations
    • Optimize team structure and required staffing model
      Lead Performance Management & Set Quality Experience Standards Establish and continually evaluate and manage KPIs, setting quality standards to operationalize and support HomeEquity Bank's overall Customer Experience strategy
    • Be data driven, work with team managers to gather data and insights and turn into actionable strategies. Analyze customer/call center data to recommend strategies and initiatives that will increase the customer satisfaction and improve customer retention
    • Work closely with QA team and respective team managers to continually evaluate and optimize interactions to ensure service quality. This will include listening to and resolving escalated client complaints.
    Develop recommendations to support a positive client experience
    Continually Optimize Process and Tools for Operational Efficiency to Deliver Exceptional Customer ExperienceIn close collaboration with our Customer Experience (CX) team and business leaders including Marketing, Sales, Operations, Finance and IT:

    • Identify opportunities throughout the process for optimization and/or automation, leveraging new technology solutions that will deliver operational efficiencies, scalability, and a streamlined customer experience
    • Develop and implement initiatives that modernize our client contact model, leveraging the Five9 dialer platform and call-center best practices to support a high-volume, phone-based Client Relations team
    • Manage the design and execution of customer-facing tool enhancements (e.g., website, chatbots, and other interactive platforms)
    • Deliver revenue growth opportunities to promote reverse mortgages and alternative delivery channels of servicing client (i.e., Client Portal)The Director, Mortgage Servicing & Client Relations, is responsible for the leadership, strategic direction, and operations of the Mortgage Servicing and Client Relations teams. The Mortgage Servicing team is responsible for managing the loan after funding and Client Relations supports our existing clients by providing guidance and addressing client needs. These two teams play a vital role in the overall customer experience journey. The candidate works in a highly collaborative manner with the Bank's other departments and must lead by example to ensure healthy and effective relationships are fostered. This role is also responsible for documenting, implementing and assessing controls and processes to ensure full compliance with applicable regulatory requirements and the Bank's policies, including Privacy, AML, Complaint Handling and Compliance.

    SKILLS AND EXPERIENCE REQUIRED:

     University Degree or equivalent work experience
    • Significant experience at a financial institution
    • Leading high-performing teams
    • Demonstrated strong leadership skills to create and foster a work environment that promotes engagement and employee empowerment
    • In-depth and comprehensive experience gained at a Canadian financial institution in a mortgage servicing/support environment
    • Progressive experience in customer experience/success roles and demonstrated experience leading initiatives and cross-departmental projects to support the customer strategy
    • Experience with compliant handling procedures, Privacy, AML/AFT legislation, internal/external audit and OSFI/FINTRAC reviews
    • Excellent communication skills: Professional, confident, organized and demonstrated high degree of problem-solving skills to tactfully deal with diverse/complex customer service issues; Ability to negotiate resolutions/ disputes
    • Demonstrated ability to understand and relate to a wide range of clients, all levels of staff, including HEB Executive Leadership and external vendors
    • Exhibits tact and diplomacy in dealing with diverse/complex customer service issues and negotiating resolutions
    • Direct leadership over technology-related projects and process improvement initiatives in day-to-day functions
    • 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
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