Associate Manager, Renewals Administration

Join a Challenger
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 with us. 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 are a big (and growing!) family. Overall we serve more than 370,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, 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 2023, 2022, and 2021 lists.
Reporting to the Senior Manager - Renewals, the Associate Manager - Renewals Administration is responsible for a variety of functions within the Single Family Residential group that include, but are not limited to, managing a team of renewals administrators that facilitate rapid renewals processing through preparation of renewal documents, process loan renewals, ensure data accuracy of borrower and property information, and review the mortgage details to ensure documentation meets all requirements (bank and regulatory).
The Associate Manager – Renewals Administration is responsible for performing their responsibilities and managing a team of Renewals Administrators to perform their duties with a high degree of accuracy and with a superb level of customer service and professionalism. They will provide day-to-day guidance and support to the team, while ensuring that the team works together and has the appropriate tools and knowledge to achieve all targets set by management. The Team Lead must work closely with the team to ensure a consistent and positive customer experience.
The Work !

• Monitor quality of work and coach to improve where required
• Ensure all actions to the file are accurately and consistently documented on the customer tracking database
• Follow up on deficiencies with the Renewals Specialists and close all gaps. Ensure all deficiencies have proper sign off before completing the audit
• Efficiently and accurately complete any additional projects and tasks related to SFR Renewals that may be assigned by management
• Facilitate rapid renewals processing through preparation the following letters/documents for borrowers as deemed necessary: Solicitation Pre-Renewals, Renewal Reminder Advices, Non-Renewal Notices, Legal Notices, Mortgage Loan Renewal/Conversion/Extension Agreements, and Renewal Confirmations while adhering to stipulated timelines
• Be team oriented, showing a willingness and ability to harmoniously work alongside other Equitable Bank employees in Renewals and other departments, to better serve borrowers
• Review other components of the mortgage, including but not limited to, HELOC, broker consent/fees, securitized loans, partner loans and intended nature of business and, ensure all documents meet requirements
• Accurately process loan renewals on the mortgage system upon receipt of signed documents and other required documents
• Perform daily team checkpoints to ensure overall operations team is aware of status and any potential issues
• Ensure all required documents are correctly archived electronically
• Ensure the file has met all anti money laundering and anti terrorist financing requirements as stipulated by procedures to minimize the bank’s exposure to risk
• Gather borrower/property data using various resources to accurately determine pricing for renewal purposes
• Rapidly triage and escalate complex issues to management for resolution.
• Audit files renewed and follow checklist items to ensure the Mortgage Loan has been renewed as stipulated on the signed Mortgage Loan Agreement
• Ensure Renewal Administrators are tasked appropriately to complete the day’s activities within service levels
• Ensure that all new contact information given by the borrower(s) is updated on the system accurately

Let's Talk About You !

• Must be able to operate effectively within a fast-paced environment with tight time frames which are closely scrutinized by Senior/Executive Management.
• Schedules may be between 8AM – 8PM EST to support timezones across Canada.
• Excellent oral/written communication, relationship management, and time management skills are a must.
• Minimum of 5 years’ proven financial services operations experience
• Strong Customer Service orientation
• 1-3 years people management experience
• Able to perform well in a high volume, high intensity environment
• Strong computer skills; ability to work independently on assigned tasks.
• Proficient computer skills including, MS Office
• Bachelor’s degree in business, related field or equivalent experience
• High level of accuracy in daily tasks, the ability to prioritize and multitask.
• Product knowledge of residential mortgages, processes, and thorough understanding of products offered by Equitable Bank
• Exhibit sufficient judgment to detect, solve, or escalate problems efficiently and effectively.
• Ability to mentor, coach and motivate junior staff in completing support officer daily tasks
• May be required to be on call, and to work occasional weekend/holiday/evening hours.

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
The incumbent will be working hybrid and in office time will be spent working from Equitable Bank’s additional office space located at 351 King Street East, Toronto, ON.
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!