Client Relations Specialist

POSITION SUMMARY:

The Client Relations Specialist has a mandate to deliver exceptional day-to-day customer service to HEB clients from multiple communication channels (i.e. phone, email, fax, mail, in person and /or via HEB Client portal) to support the generation of revenue, collection of fees/charges and seeking opportunities for operational efficiencies within the department/Bank. In addition, will be responsible for helping the team exceed all established SLA’s on phone and email channels. 

This individual will include helping the team exceed all established SLA’s on phone and email channels.

MAJOR ELEMENTS OF THE ROLE:

Provide exceptional day-to-day customer sales and service support by:

• Provide supplementary support to the team when/if the Manager is not available
• Bring forward issues and solutions in order to facilitate clear communication
• Review and make recommendations related to client complaints
• Handling in-coming customer calls, e-mail, voice mail, mail, fax and client in person in both French and English (where applicable) and HEB Client Portal administration, in a prompt and professional manner as outlined in the department Standard Operating Procedures (SOP) and scripting templates;
• Acting on customer requests coming in from HEB Business Development Managers and Referred Inside Specialists and/or other internal HEB departments
• Incorporating AML/ATF and Privacy legislation into client interactions as per the Bank’s policy
• Coordinating with other HEB departments to ensure customer needs are responded to per the Bank’s policy
• Having the ability to handle customer complaints/disputes to resolution and know when to escalate difficult situations as per Compliant
• Handling Policy and Procedures
• Having a solid understanding of the departments mandates and priorities, including Revenue/Fee targets, including the delivery of Client Retention strategies and client satisfaction goals

Performs to established performance benchmarks by:

• Performing the role as per established Client Relations service level agreement (SLA) or KPI benchmarks
• Acting as an ambassador to achieve and outperform service level objectives and performance standards to those stated objectives and share best practices with the team, to enhance overall team performance
• Providing recommendations, execute implementation and sustainment, to enable continuous improvements of the benchmarks and/or service level objectives

Active engagement in the overall team, department and in HEB by:

• Assist in training of new team members
• Interact with other departments of the bank
• Demonstrating subject matter expertise and leadership to acquire knowledge in the reverse mortgage product
• Acting as an ambassador to provide excellent client service and support to our customers’ requests, and adheres to HEB customer complaint resolution policy
• Exhibiting curiosity and a continuous improvement mindset to drive opportunities for self and department growth
• Preparing notes and documentation for all customer calls and ensures emails and documentation is stored on the system

Miscellaneous duties and special projects as assigned by:

• Constantly promoting teamwork and cooperation
• Recommending, implementing and sustaining process improvements ideas to increase customer satisfaction and/or increase revenue opportunities/reduce costs
• Reporting suspicious informational/request trends from customers to supervisor
• Preforming miscellaneous duties and special projects as assigned

SKILLS AND EXPERIENCE REQUIRED:

• Experience gained at a Canadian financial institution in a mortgage servicing/support environment, is an asset
• Experience in Client Service/Call Centers dealing with front line clients - in a client sales and services, client retention or a product specific call center environment is required
• Excellent verbal and written communication skills
• Professionalism and a strong customer service-oriented attitude
• Excellent problem-solving skills to tactfully deal with diverse/complex customer service issues and demonstrated ability to negotiate resolutions to disputes
• Continuous Improvement mindset is required
• Ability to manage multiple activities while under time constraints
• Experience working in an environment with performance benchmarks and service levels
• Knowledge of Privacy and AM/ATF legislation is an asset

Working Conditions Unique to Job:

• Hybrid office environment