Senior Residential Operations Specialist

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.
The Senior Residential Operations Specialist (Sr. ROS) is primarily responsible for efficiently and accurately managing our various departmental business databases. This includes coordinating fraud-related activities and representing SFR as one of the primary points of contact for the Citadel fraud detection system. This also includes accurately logging and processing all duplicate Client Information File (CIF) merge requests. The Sr. ROS will monitor posted mortgage interest rates and updating rate databases when required for the bank. The Sr. ROS is also responsible for business partner compensation management for SFR. This includes keeping current the information of all Cash Surrender Value (CSV) Advisors; ensure that Advisors are properly registered with Equitable Bank and that monthly commission processing is executed in an accurate manner. The Sr. ROS will assist with the management of all external business vendor processing activities and reports essential for accurate system information and efficient billing validation. The Sr. ROS is responsible to provide support to the team including back up support for other ROS responsibilities when necessary.
The Work !

• 1. 30% - Departmental Database Management
• Financial Advisor Information Management/Commissions processing: The incumbent will ensure that the submitting Financial Advisors have signed an ‘Advisor Agreement’ with Equitable Bank. Maintain the accuracy of all CSV Financial Advisor information on Portfolio Plus (PPlus). Update and maintain an accurate database of actively registered Advisors with Equitable Bank. Accurately update and maintain the database of actively registered Financial Advisors. Manage the CSV commissions processing in a timely manner, ensuring accuracy and attention to detail.
• 2. 25% - Business Partner Compensation Management
• EFT Processing and inquiries: The incumbent will manage all EFT processing activities including running queries and preparing internal and external reports. The incumbent will handle all EFT inquiries and requests from various SFR departments and external business partners.
• 3. 25%- External Business Vendor Management
• External Valuation Management: The incumbent will execute existing reports which are leveraged for external valuation billing processing within the Res Ops Department. These duties may include but are not limited to: running reports, ensuring valuation information in Portfolio Plus (PPlus) is accurate, communicating with Credit when corrections are required, validating billing information received by our external vendor and facilitating the request for payment.
• REM Partners/Referrals: Ensure REM Partners/Referrals have signed an agreement with Equitable Bank. Maintain the accuracy of all REM Partners/Referral information on Portfolio Plus (PPlus).
• On an as required basis the incumbent will provide support to the Residential Operations Specialist (ROS). In the absence of the ROS, manage the Mortgage Application Processing System (MAPS) exceptions queue, upload all new mortgage applications to Portfolio Plus (PPlus) and assign the deals to the respective underwriting teams. Check to ensure that the submitting brokers have signed a ‘Broker Agreement’ with EQB and maintain an accurate database of actively registered brokers with EQB. Investigate and respond to missing deal inquires and action requests to update records in MAPS.
• Credit Security Plan (CSP)Management: The incumbent will support the CSP process by facilitating new user access, dealing with issue management and monthly compensation reconciliation requirements. In addition, the Sr. ROS will manage existing reports which are provided to various external business partners. These duties may include but are not limited to, maintaining logs and databases, examining databases and accurately produce reports in a timely and efficient manner. Co-ordinate distribution of reports and maintain reporting templates as required.
• 4. 20% - Residential Operations Support
• Fraud Committee and Database Management: The incumbent will be responsible for maintaining the broker database based on information received from various departments and sources. Based on information received from various departments, the Sr. ROS will coordinate and facilitate weekly Fraud Committee meetings. These duties include but are not limited to; logging and tracking information precisely as received; setting and sending out agenda items and voting emails for committee meetings; taking meeting minutes at each committee meeting and sending out recap to committee members in a timely and accurate fashion; updating records on applicable databases and logs based on decisions reached at these meetings and recommendations by other departments. The Sr. ROS will be one of the main points of contact for the Citadel Fraud Detection system on behalf of the SFR Department. The Sr. ROS will be responsible for updating and processing classified records within the Citadel system. These duties include but are not limited to: following up on outstanding open files; ensuring results are accurately recorded in Citadel and cases are closed in a timely manner.
• Rate Monitoring and Changes: The incumbent will monitor the benchmark interest rate for the department. This involves checking current benchmark rate on the Bank of Canada website and notifying the Senior Manager, Res Ops of any changes. In addition, the Sr. ROS is responsible for making approved rate changes for posted rates on all relevant systems and communicating the new rates to EQB staff members.
• CIF Merge: The incumbent is responsible to accurately log all CIF Merge requests in a prompt manner, ensuring accuracy and attention to detail as, and when, a CIF merge request is received from an underwriter. On a weekly basis, the incumbent with run the CIF merge tool and check for errors. Errors are communicated to Credit when corrections are required. On a weekly basis, the incumbent will execute the validated CIF merge requests in a prompt manner.

Let's Talk About You !

• Able to prioritize work and multi-task in a fast-paced setting, willing to take on new projects and be flexible.
• Ability to handle multiple competing priorities.
• Experience designing, developing, or administering SharePoint solutions would be an asset
• Excellent time management skills
• Experience facilitating/coordinating a corporate-wide committee in the position of secretary or department designate would be an asset.
• Ability to write clearly, crisply, and well, and to summarize meeting points at a senior management, enterprise-wide level
• Ability to communicate clearly and courteously with a high degree of professionalism
• Strong computer skills with the ability to adapt quickly to new systems.
• Critical thinker able to creatively solve problems and propose solutions with minimal direction.
• Experience with Equifax’s Citadel and Portfolio Plus would be an asset
• Demonstrated ability to use MS Office suite of programs
• Excellent attention to detail
• Bachelors’ degree or equivalent work experience required and 2 years mortgage experience, preferably with single family residential loans.
• Established and meticulous organizational skills.

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!