Analyst, Customer Success

at  HomeEquity Bank

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:

This Role will be primarily responsible for building reports and provide daily/weekly/monthly updates on the performance of the Contact Centre and Client Relations teams, along with administering the Interactive Voice response (IVR) and Customer Relationship Management (CRM) platforms to maximize day to day efficiencies in managing leads/files for the organization. The role will also be responsible for intermediate Workforce Management duties such as managing schedules/ quality checks for both teams.

SKILLS AND EXPERIENCE REQUIRED:

Education and Professional Background

• Completed postsecondary education, and/or progressive work experience in customer service or telephone sales, where influencing prospective clients is the goal
• Experience working with CRM software and IVR and telephony systems
• Fully proficient with MS Office Products, particularly Excel
• Demonstrated Data Analysis skills
• Ability to type a minimum of 40 words per minute

Attributes

• Technologically savvy and committed to continuous improvement
• Thrives on variety and continuous improvement
• Results oriented
• Well organized, detail oriented, and able to manage time-sensitive deliverables
• Excellent interpersonal, communication and conflict management skills
• Acts with integrity and handles sensitive client personal and financial information in accordance with applicable regulatory requirements and internal policies and procedures
• Able to work independently as well as contribute to a team

• Extract data from CRMs and Identify trends to increase overall productivity of the team
• Leverage IVR stats and features to expand efficiencies and optimization of leads
• Provide daily/weekly/monthly reporting on key Contact Centre and Client Relations stats
• Identify and report productivity trends for each member of the team on a weekly/monthly basis
• Manage incoming prospect emails, as well as those forwarded from Marketing inboxes, by reviewing and responding to them, as well as to complaints when necessary and identifying trends by tracking the data
• Review all tracked data and identify trends to help improve processes if necessary and provide weekly/monthly reporting to management
• Perform QA oversight function for Contact Centre team
• Partner with HR’s Talent Development team to develop training materials for the Contact Centre and Client Relations