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 Customer-Focused. Passionate Advocates
Courage to Act. Do the Right Thing
One Team. One Vision
Think Long-Term. Ever-Evolving
Be Exceptional. Inspire Greatness
POSITION SUMMARY The Client Relations Specialist has a mandate to deliver exceptional day-to-day customer service to HomeEquity Bank (HEB) clients from multiple communication channels (i.e. phone, email, fax, mail, in person and /or via HEB Client portal). This role supports the collection of fees/charges and identifies opportunities for operational efficiencies within the department and the Bank. In addition, the Client Relations Specialist is accountable for helping the team meet and exceed all established service level agreements (SLAs) on phone and email channels.
This individual will include helping the team exceed all established phone and email SLAs.
MAJOR ELEMENTS OF THE ROLE Deliver Exceptional Daily Client Service Handle in-coming client inquiries, (phone, e-mail, voicemail, mail, fax and in-person) in a prompt and professional manner, following departmental SOPs and scripting templates.

Process client requests received from other HEB Business units ensuring compliance with anti-money laundering (AML) and privacy legislation
Coordinate with other HEB departments to ensure timely responses to client needs.




Manage and resolve client complaints and elevate when appropriate, following the complaint handling policy and procedures.
Maintain a strong understanding of departmental mandates, priorities, client retention strategies and client satisfaction objectives.
Meet or Exceed Performance Benchmarks Perform duties in alignment with established Client Relations SLAs and key performance indicator targets.
Act as an ambassador for service excellence by meeting and surpassing service level objectives and sharing best practices to enhance overall team performance.

Actively Engage with Team and Other Internal Business Units Collaborate with other Bank departments as needed.
Demonstrate subject-matter expertise and build knowledge of the reverse mortgage product, policies, and procedures.
Provide exceptional client service and adhere to HEB's complaint resolution policy.
Demonstrate curiosity and a continuous-improvement mindset to support individual and departmental growth.
Prepare accurate notes and documentation for all client interactions and ensure all records are stored appropriately in the system.

Miscellaneous Duties and Special Projects Contribute positively to teamwork and a collaborative workplace
Recommend, implement and sustain process improvement initiatives that enhance client satisfaction and/or reduce costs
Report suspicious information or client behaviour trends to the manager




Perform miscellaneous duties and special projects as assigned

SKILLS AND EXPERIENCE REQUIRED Strong verbal and written communication skills, Bilingual in French is an asset
Ability to manage multiple tasks under time constraints
Qualified, customer-service-oriented approach
Excellent critical thinking skills
Continuous improvement mindset
Experience at a Canadian financial institution in a mortgage servicing or support environment is an asset
Experience in client service or call centers handling front-line interactions (service, sales, client retention or product specific environments) is required
Flexibility to work alternating shifts between the hours of 9:00am - 5:30pm Pacific Standard Time (PST) and 10:00am - 6:30pm (PST) Monday through Friday; 8-hour shifts
Experience working in an environment with performance benchmarks and service levels
Knowledge of Privacy and AML legislation is an asset
Working conditions unique to job This is a remote role; applicants must reside within British Columbia.
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,Wate

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📌 Client Relations Specialist (British Columbia)
🏢 PVH (Tommy Hilfiger/Calvin Klein)
📍 British Columbia