Bilingual Customer Service Specialist, Line of Credit & Mortgage Support (100% Remote)


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Equitable Bank

At Equitable Bank, we specialize in providing branchless financial services that meet the unique needs of all Canadians. Our range of mortgages, savings accounts and investment options are designed to offer the right solutions to match any...
Canada's Challenger Bank™
Being a traditional bank just isn’t 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’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong at EQB. You’ll 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’re proud to be a certified Great Place to Work since 2020 for Professional Development, Financial Services and Best Workplace. Our EQ Bank platform has been named #1 Bank in Canada on the Forbes World's Best Banks 2021 and 2022! We foster an inclusive environment that makes it easy for people to be themselves and bring their personalities to work. We would love to tell you more about what it’s like to work here.

The Customer Service Specialist is responsible for providing exceptional customer service to Equitable Bank’s existing borrowers via telephone and email in both English and French. They must possess a broad range of knowledge, including the mortgage life cycle and Equitable Bank’s mortgage products and features.

The Work

  • Provide excellent customer service in an inbound customer service environment and through electronic correspondence with borrowers, solicitors, brokers and other stakeholders.
  • Support the borrower through their mortgage inquiries by identifying customer needs and providing appropriate options and solutions.
  • Provide accurate information regarding our products and services.
  • Fulfill customer expectations in a way that also complies with policies and procedures, for various functional areas of the mortgage life cycle.
  • Participate in activities designed to improve customer satisfaction and business performance.
  • Process various updates to the mortgage account such as borrower contact information and requested account changes.
  • Meet expectations in regard to outlined call quality, compliance, and customer service standards while interacting with customers.
  • Recognize appropriate retention triggers for renewal and refinance opportunities.
  • Maintain accurate system records of inquiries and transactions processed.
  • Translate a variety of documents.

Let's Talk About You!

  • Must be fluent in French and English in all verbal and written communication
  • Must have exceptional verbal and written communication
  • Demonstrated front line customer service experience (for a minimum of 12 months) in finance or mortgage industry
  • Post-secondary education (diploma)
  • Knowledge of commercial and residential lending products, related legal terminology and provincial and federal legislations
  • Must be self-motivated with the ability to work with little or no supervision
  • Ability to multi-task by navigating various systems while communicating with customers
  • Ability to easily build rapport and foster positive relationships with both customers and team members
  • Exceptional interpersonal and communication skills – written and oral
  • Strong active listening skills with the ability to engage with the customer
  • Professional and courteous telephone manner
  • Previous experience with Home Equity Line of Credit (HELOC) product
  • Strong mathematical and analytical skills
  • Computer literate (MS Outlook, MS Word, MS Excel)
  • Ability to ensure customer issues are handled appropriately, and escalating issues when necessary
What we offer [For full-time permanent roles] 💰 Competitive discretionary bonus ✨ Market leading RRSP match program🩺  Medical, dental, vision, life, and disability benefits📝  Employee Share Purchase Plan👶🏽 Maternity/Parental top-up while you care for your little one🏝 Generous vacation policy, personal days and even a moving day 🖥  Virtual events to connect with your fellow colleagues🎓  Annual professional development allowance and a comprehensive Career Development program💛  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’s 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’t wait to get to know you!

Tags: Agile Banking Bilingual Compliance Customer service Excel Financial services

Perks/benefits: Career development Equity Health care Salary bonus Team events

Region: North America
Country: Canada
Job stats:  8  2  0
Category: Support Jobs

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