Haventree Bank is a private Canadian Schedule 1 bank specializing in alternative mortgage programs and insured GIC deposits. We help hardworking Canadians from coast-to-coast achieve homeownership by offering flexible mortgage solutions. Our insured GIC deposits offer competitive rates and are available through a variety of wealth management platforms. About Haventree Bank Headquartered in Toronto, Ontario, Haventree Bank (Haventree) is a mission driven alternative mortgage lender. The name Haventree is representative of the bank’s mission to help its customers find a place of refuge and to lay down new roots for the future. Haventree exists to be a catalyst of financial security and upward mobility for Canadians who are underserved by the traditional financial system. Reporting to the Senior Manager, Client Experience, the position is responsible for delivering exceptional customer service and operational support. This role involves assisting clients with a wide range of banking needs, including assistance with day-to-day banking transactions, servicing deposit accounts, and supporting lending products. The Client Services Officer maintains a high standard of accuracy and regulatory compliance while fostering strong client relationships through a proactive approach to understanding needs and resolving issues efficiently. With a focus on both service excellence and operational efficiency, this role contributes to the overall success of the bank and enhances the client experience.
Customer Support & Inquiry Handling Serve as the first point of contact for clients via phone, email, or live chat Address inquiries related to account balances, transactions, online banking, and general services. Troubleshoot digital banking issues and escalate technical problems as needed. Product & Service Guidance Provide information on banking products such as accounts, GICs, and secured loans. Educate clients on digital tools and self-service options, including processing transactions. Support account maintenance and identify opportunities for specialist referrals. Build rapport with clients by delivering personalized and attentive service. Maintain accurate records of client interactions in CRM systems. Support client retention by ensuring a positive and consistent service experience. Verify client identity and follow security protocols to protect sensitive data. Administrative Support Update client information and service requests in internal systems. Assist with documentation and follow-up communications. Familiar using CRM systems, digital banking platforms, and remote communication tools. Proficient in Microsoft Office and comfortable working in a paperless environment. Experience resolving client issues efficiently and empathetically. Ability to work in a fast-paced, team-oriented environment with performance metrics. Bilingual in French and English is preferred. As a job candidate, our recruitment process includes collecting personal information. Please click the link here to review our Privacy Policy. Haventree Bank embraces equal chance, diversity, and inclusion.