Job Title: HELOC Administrator
Department: Mortgage Services
Reports To: Manager, Mortgage Services
Purpose of Job: The HELOC Administrator will be responsible to monitor the day-to-day reports and daily process activities pertaining to HELOC. The incumbent will be required to understand and follow HELOC processes and procedures with emphasis on dealing with borrowers, internal and external contacts.
Main Activities: Accountable for monitoring Fraud Alert & Disputed Items
Monitor, investigate and resolve Work Queue items within 24 hours
Investigate and resolve rejected items e-Report on a daily basis and escalation to HELOC Coordinator/Product Manager as necessary
Ensure that Out of Sync and Exception reports are reviewed daily, and corrections are updated, escalated to appropriate departments if necessary
Monitor Returned Payments and contact clients to obtain updated information
Conduct soft calls on past due accounts, follow existing MS collection procedure




Investigate and reissue access cards and pin that were flagged as lost/stolen
Responding to telephone calls or email correspondence from borrowers, inter-departmental inquiries and other stakeholders within 24 hours
Experience and Skill Requirements: Completed a diploma program in a related discipline and have a minimum of 2 years of servicing support in an office environment
Some experience of Home Equity Line of Credit processing required
Solid organizational skills are a must with the ability to multi-task
Ability to work effectively and collaborate with internal functional support groups
Good working knowledge of MS Office (primarily excel)
Self-motivated, results focused team player with a positive attitude
Ability to work independently and produce quality results
Bilingual (French) an asset but not required

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📌 HELOC Administrator (Ontario)
🏢 Equitable Bank
📍 Ontario