Spécialiste principal de l’engagement des clients

The Senior Customer Engagement Specialist is responsible for supporting Equitable Bank reverse mortgage applicants through the discovery, credit adjudication, legal and funding process. This role will act as a critical bridge between the client and all internal/external parties involved in the complete fulfillment process. This primarily includes proactively monitoring the status of client files and reaching out to them, managing questions, requirements and documentation from lawyers, Credit and Funding team members, responding to incoming client inquiries, all while maintaining a positive customer experience.

• On a daily basis, the incumbent will be assigned client leads for whom they are responsible for supporting through the reverse mortgage discovery, application and fulfillment process. The incumbent will ensure that the client understands the nuances of the product and the steps of the process all while maintaining a positive relationship between the client and EQB to ensure a superior customer experience.
• Obtain and assemble the required documentation for Credit review, with a strong emphasis on adherence to corporate guidelines and requirements.
• Independently manage client relationships, seeking help and liaising with other EQB departments and team members as required.
• Making diligent use of reports to track and manage the flow of leads, client applications, their status and fundings to maintain momentum and to proactively identify potential delays.
• Interacting directly with clients by phone and email, delivering exceptional customer service with accurate and timely information, with a particular competency on meeting the unique needs of Senior clients.
• Day-to-day, handling customer questions/complaints/challenges, quickly identifying where and when to escalate these.
• Communicate with internal contacts (underwriters, managers, administrators and mortgage sales staff) and external contacts (clients and lawyers) to ensure deals are processed in a timely and efficient manner in order to meet deadlines.
• Monitor and report on customer interactions, helping to identify process improvements and in turn, helping to implement fixes/solutions.
• Contribute towards the development of new process, procedure and client-centric materials to improve efficiency and the overall experience.
• Perform miscellaneous duties and projects as assigned.

• Completion of a post-secondary degree.
• 5+ years’ experience in the mortgage industry, bonus points for experience working with retirement-oriented lending.
• Detailed knowledge of the mortgage environment and entire mortgage funding process.
• 5+ years’ experience delivering superb customer service.
• A team player with excitement to be part of a growing, entrepreneurial team that’s evolving to meet a growing business’ needs.
• Strong willingness to learn and develop deep subject matter expertise.
• Exceptional communication and interpersonal skills.
• Sound thinker with the ability to multi-task; ability to handle multiple competing priorities.
• Excellent attention to detail.
• Established and meticulous organizational skills.
• Excellent time management, analytical and problem-solving skills.
• Proven ability to thrive in a constantly changing environment and to perform well in a high volume, high intensity environment.
• Highly developed verbal and written communication skills with the ability to respond in a clear, concise and professional manner.
• Proficiency in MS Office (mainly MS Word and Excel).

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Project Management and Information Technology

Industries

• Transportation, Logistics, Supply Chain and Storage