Complaints Management Specialist Jobs

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.
We Are Customer-Focused, Passionate Advocates.
We Have the Courage to Act and Do the Right Thing.
We Are One Team, with One Vision.
We Think Long-Term, We Are Ever-Evolving.
We Strive to Be Exceptional and Inspire Greatness.
Position Summary
The Complaints Management Specialist is responsible for end-to-end handling of escalated customer complaints that remain unresolved after the initial call. The role works very closely with cross-functional internal departments to ensure that all complaints are being handled and resolved in a timely manner and captured on both the CMS and CRM systems for tracking and analysis.
MAJOR ELEMENTS OF THE ROLE
Key accountabilities of this position include:

• Assist senior leadership by maintaining accurate records of complaints, to enable ongoing reporting/trends analysis
• Identify and recommend to senior leadership, new measures to prevent repetition of complaints in the future; implement the identified measures
• Document all information related to the complaint in a comprehensive and accurate manner
• Receive and manage customer complaints via various communication channels (phone, email)
• Liaise with relevant departments or individuals to gather additional information and determine the cause of the complaint
• Ensure the highest level of customer service and facilitate all actions including researching escalations (listen to calls, review notes on internal CRM systems) and following up to resolve complaints in a timely manner
• Provide appropriate solutions or resolutions to the customer and ensure that they are informed of the outcome of the investigation
• Monitor and analyze complaint trends and provide feedback as necessary to the customer experience leadership team

SKILLS AND EXPERIENCE REQUIRED
Qualifications

• Post- Secondary education
• Progressive experience in a complaint handling or conflict resolution role

Attributes

• Strong sense of personal accountability, mature judgement and ability to exercise independent discretion.
• Advanced verbal, written and interpersonal communication skills required to effectively communicate with all levels of employees and customers
• Ability to work under pressure and simultaneously manage several high priority cases
• Strong analytical and problem-solving skills with ability to investigate complaints and identify root causes.
• Forward thinking problem solver with strong analytical and decision-making skills
• Knowledge of relevant legislation and regulations related to customer complaints in the financial services industry

Working Conditions Unique to Job

• Hybrid home/office work environment
• Shifts may vary according to business need, hours of operation are 8AM – 7 PM ET

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, and our tireless commitment to inclusivity, professional development, and employee engagement/experience has been recognized through awards including the Canadian Mortgage Professional (CMP) Top Mortgage Employer 2023 (third year in a row), Achievers 50 most Engaged Workplaces 2023, Waterstone Canada's Most Admired Corporate Cultures 2022, Globe and Mail’s Report on Business: Canada’s Top Growing Companies 2022 (third year since 2019), Strategy Online Top 10 Brands Awards (at #8) .
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, as well as providing employees unlimited access to LinkedIn Learning.
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 also 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 the opportunity to take a paid day off each year to support their favourite local charity.
The Perks
HomeEquity Bank offers a competitive total rewards package that includes the following:

• Employee Share Investment Plan
• Employee corporate discount for GoodLife Fitness
• Extended health and dental benefits
• Employer Matched Group Retirement Savings Plan
• Employee & Family Assistance Program
• Well-being initiatives including: a wellness account; virtual self-care programs and extended mental health benefits

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:
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