Job Description

Join a Challenger


Being a traditional bank just isn\xe2\x80\x99t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what\xe2\x80\x99s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you\xe2\x80\x99re not afraid of taking on big challenges and redefining the future, you belong with us. You\xe2\x80\x99ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.

We are a big (and growing!) family. Overall we serve more than 370,000 people across Canada through Equitable Bank, Canada\'s Challenger Bank\xe2\x84\xa2 and have been around for more than 50 years. Equitable Bank\'s wholly owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than 5 million members. Together we have over $100 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people\'s lives. Our EQ Bank platform (eqbank.ca) has been named the top Schedule I Bank in Canada on the Forbes World\'s Best Banks 2022 and 2021 lists.


Purpose of Job


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.

The Work

• 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.

Let\'s Talk About You

• Completion of a post-secondary degree
• 5+ years\xe2\x80\x99 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\xe2\x80\x99 experience delivering superb customer service
• A team player with excited to be part of a growing, entrepreneurial team that\xe2\x80\x99s evolving to meet a growing business\xe2\x80\x99 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)
• It is considered a strong asset in you are Bilingual French

What we offer [For full-time permanent roles]

\\uD83D\\uDCB0 Competitive discretionary bonus
\xe2\x9c\xa8 Market leading RRSP match program
\\uD83E\\uDE7A Medical, dental, vision, life, and disability benefits
\\uD83D\\uDCDD Employee Share Purchase Plan
\\uD83D\\uDC76\\uD83C\\uDFFD Maternity/Parental top-up while you care for your little one
\\uD83C\\uDFDD Generous vacation policy, personal days and even a moving day
\\uD83D\\uDDA5 Virtual events to connect with your fellow colleagues
\\uD83C\\uDF93 Annual professional development allowance and a comprehensive Career Development program
\\uD83D\\uDC9B A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience



Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone\xe2\x80\x99s diverse experiences and perspectives. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well.


We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond. All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.

We can\xe2\x80\x99t wait to get to know you!