Director, Mortgage Servicing

WHO WE ARE  

HomeEquity Bank is a Schedule 1 Canadian chartered bank and the leading national provider of reverse mortgages, with a growing portfolio. As the only bank solely dedicated to serving homeowners 55 and up, we're passionate about helping Canadian homeowners live retirement on their terms. We live that commitment every day, with a range of reverse mortgage solutions that include our flagship CHIP Reverse Mortgage product.  
  

OUR VALUES, OUR PASSION

At HomeEquity Bank, our values drive and inspire our actions with our customers, our partners and each other.  

• Customer-Focused. Passionate Advocates 
• Courage to Act. Do the Right Thing 
• One Team. One Vision 
• Think Long-Term. Ever-Evolving 
• Be Exceptional. Inspire Greatness

 POSITION SUMMARY: 
  

The Director, Mortgage Servicing & Client Relations, is responsible for the leadership, strategic direction, and operations of the Mortgage Servicing and Client Relations teams. The Mortgage Servicing team is responsible for managing the loan after funding and Client Relations supports our existing clients by providing guidance and addressing client needs. These two teams play a vital role in the overall customer experience journey. The candidate works in a highly collaborative manner with the Bank's other departments and must lead by example to ensure healthy and effective relationships are fostered. This role is also responsible for documenting, implementing and assessing controls and processes to ensure full compliance with applicable regulatory requirements and the Bank's policies, including Privacy, AML, Complaint Handling and Compliance. 

MAJOR ELEMENTS OF THE ROLE: 

Lead the Strategic Direction and Operations of Mortgage Servicing and Client Relations Teams  

• Develop a strategic roadmap designed to optimize client service delivery with operational efficiency and exceptional customer experience 

• Define service delivery model for Client Relations 

• Optimize team structure and required staffing model 

Lead Performance Management & Set Quality Experience Standards  

• Establish and continually evaluate and manage KPIs, setting quality standards to operationalize and support HomeEquity Bank's overall Customer Experience strategy 

• Be data driven, work with team managers to gather data and insights and turn into actionable strategies. Analyze customer/call center data to recommend strategies and initiatives that will increase the customer satisfaction and improve customer retention 

• Work closely with QA team and respective team managers to continually evaluate and optimize interactions to ensure service quality. This will include listening to and resolving escalated client complaints. Develop recommendations to support a positive client experience 

Continually Optimize Process and Tools for Operational Efficiency to Deliver Exceptional Customer Experience  

In close collaboration with our Customer Experience (CX) team and business leaders including Marketing, Sales, Operations, Finance and IT: 

• Identify opportunities throughout the process for optimization and/or automation, leveraging new technology solutions that will deliver operational efficiencies, scalability, and a streamlined customer experience 

• Develop and implement initiatives that modernize our client contact model, leveraging the Five9 dialer platform and call-center best practices to support a high-volume, phone-based Client Relations team 

• Manage the design and execution of customer-facing tool enhancements (e.g., website, chatbots, and other interactive platforms) 

• Deliver revenue growth opportunities to promote reverse mortgages and alternative delivery channels of servicing client (i.e., Client Portal)  

Share in and demonstrate HEB core values:  

• Customer Focused. Passionate Advocates 

• Courage to Act. Do the Right Thing 

• One Team. One Vision 

• Think long-term. Ever evolving 

• Be Exceptional. Inspire Greatness 

SKILLS AND EXPERIENCE REQUIRED:

• University Degree or equivalent work experience

• Significant experience at a financial institution 

• Leading high-performing teams 

• Demonstrated strong leadership skills to create and foster a work environment that promotes engagement and employee empowerment 

• In-depth and comprehensive experience gained at a Canadian financial institution in a mortgage servicing/support environment 

• Progressive experience in customer experience/success roles and demonstrated experience leading initiatives and cross-departmental projects to support the customer strategy 

• Experience with compliant handling procedures, Privacy, AML/AFT legislation, internal/external audit and OSFI/FINTRAC reviews 

• Excellent communication skills: Professional, confident, organized and demonstrated high degree of problem-solving skills to tactfully deal with diverse/complex customer service issues; Ability to negotiate resolutions/ disputes 

• Demonstrated ability to understand and relate to a wide range of clients, all levels of staff, including HEB Executive Leadership and external vendors 

• Exhibits tact and diplomacy in dealing with diverse/complex customer service issues and negotiating resolutions 

• Direct leadership over technology-related projects and process improvement initiatives in day-to-day functions 

WORKING CONDITIONS UNIQUE TO JOB:  

• Hybrid office environment 

WHY WORK AT HOMEEQUITY BANK?

Great Environment

HomeEquity Bank offers a hybrid working environment supported with a culture of flexibility – an approach that is unique to each person, and that enables both business and individual needs to be met in a mutually beneficial way.

We pride ourselves in recognizing and celebrating performance, community service, teamwork, and diversity among our employees.
 

A Dynamic Culture – With People at the Centre  

We believe our people make all the difference; our tireless commitment to inclusivity, professional development, and employee experience has been recognized through awards including the Greater Toronto's Top Employers 2024,Waterstone Canada's Most Admired Corporate Cultures , the Globe and Mail's Report on Business: Canada's Top Growing Companies 2022 (third year since 2019), Canadian's Mortgage Professional (CMP) Top Mortgage Employer 2023 for the third year in a row and Achievers Top 50 Most Engaged Workplaces 2023. 
 

Growth and Opportunities
We provide challenging and rewarding careers in a wide variety of fields. We continuously develop and train our employees through professional growth opportunities and on-the-job training. We also encourage our employees to develop professionally and personally though a series of career developing programs including our Educational Assistance Program, designed to reimburse costs related to professional learning and development.

Celebrating Great Work and People

We believe in an environment that celebrates success, knowledge, leadership, and work that is inspired by our core values. For these reasons, we have created several programs that make it easy for our employees to say 'great job' to their colleagues and leaders.

From our Appreciate Program to the High Five Award Program and President's Award Program, we recognize professional achievement with a variety of rewards including points towards gift cards, merchandise, and travel experiences, as well as group RRSP/DPSP contributions and more.

Our Community Leadership Program recognizes employees who make a positive impact in their communities through volunteer work with a grant for their charity of choice. Additionally, we provide employees with one paid day off each year to volunteer at their favourite local charity.

The Perks (for eligible employees)

• HomeEquity Bank offers a competitive total rewards package that includes:

• Extended health and dental benefits

• Employee & Family Assistance Program

• Employer-Matched Group Retirement Savings Plan

• Employee Share Investment Plan

• Well-being initiatives including: a wellness account; virtual self-care programs and extended mental health benefits

• Employee corporate discount for GoodLife Fitness 
   

HomeEquity Bank is committed to an inclusive, equitable and accessible workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Please note that our successful candidate is required to complete a background check.

Stay in the Know

Find out what we're up to online, and learn more about what makes HomeEquity Bank a great place to work:

LinkedIn
Youtube
Facebook
Twitter
Instagram
 

Join Us If you're ready to build the future of reverse mortgages, we want to hear from you.