Provide excellent customer service in an inbound customer service environment and through digitized correspondence with customers, solicitors, brokers, and other stakeholders.
Support the customer through their mortgage inquiries by identifying customer needs and providing appropriate options and solutions.
Provide accurate information regarding our products and services.
Fulfillcustomer 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 customer contact information and requested account changes.
Meet expectations according to outlined quality criteria, 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
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 in both English and Mandarin.
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.
Equitable Bank and its digital platform, EQ Bank, are dedicated to driving change in Canadian banking to enrich people's lives. As Canada's Challenger Bank™ and the seventh largest bank by assets, we provide outstanding personal and commercial banking experiences to customers and credit union members across Canada.
Through EQ Bank, our customers have named us one of the top banks in Canada on the Forbes World's Best Banks list since 2021.
Equitable Bank is a proud, wholly owned subsidiary of EQB Inc. (TSX: EQB), a leader in digital financial services.
Equitable Bank: www.equitablebank.ca
EQ Bank: www.eqbank.ca
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La Banque Équitable et sa plateforme numérique, Banque EQ, se consacrent à stimuler le changement dans les services bancaires canadiens pour enrichir la vie des gens. Connue comme la Banque Qui DéfieMC, et septième banque en importance au Canada en termes d’actifs, nous offrons une expérience bancaire exceptionnelle aux particuliers, aux entreprises ainsi qu’aux membres des coopératives de crédit dans tout le Canada.
Grâce à nos services, nos clients nous ont nommés au classement Forbes des meilleures banques du monde depuis 2021.
La Banque Équitable est une fière filiale en propriété exclusive d’EQB Inc. (TSX : EQB), un leader des services financiers numériques.
Banque Équitable : www.equitablebank.ca
Banque EQ : www.eqbank.ca
