Manager, Customer Care (Complaints)

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 oversee the end-to-end process of handling escalated customer complaints (Level 2/Designated Complaint Handler), ensuring efficient and timely resolution while maintaining high standards of customer service. The role will also lead and mentor a team of complaints handlers, providing guidance and support to ensure consistent and effective complaint resolution. You will work closely with cross-functional teams to drive process improvements and enhance overall customer experience, while ensuring all complaint-related activities are well-documented for reporting, analysis, and continuous improvement.

QUALIFICATIONS:

• Post-secondary education or equivalent work experience.
• Over 5 years of experience in a call center or customer service environment, with at least 2 years in a complaint-handling capacity.
• At least 3 years of experience in a leadership or management role.
• Experience working within a regulatory framework.
• Proficient in Microsoft Office tools (Word, PowerPoint, Excel, Outlook).
• Strong understanding of complaint management systems and reporting.

KEY RESPONSIBILITIES:

• Oversee and manage the handling of escalated customer complaints across various communication channels, such as phone and email, ensuring thorough follow-up until resolution.
• Lead, coach, and develop a team of complaints handlers, providing regular feedback and training to enhance their performance and complaint-handling skills.
• Ensure timely and effective investigation and resolution of complaints, with a focus on delivering exceptional customer service.
• Manage the complaint investigation process by utilizing systems, databases, and applying thorough research methods.
• Collaborate with cross-functional teams to gather information, identify root causes, and implement effective solutions.
• Communicate investigation outcomes clearly to clients and ensure they understand the resolution provided.
• Ensure accurate and comprehensive documentation of all complaint details in systems to support ongoing reporting, trend analysis, and continuous improvement initiatives.

MANAGEMENT RESPONSIBILITIES:

• Monitor team performance and establish KPIs to ensure the efficient resolution of complaints.
• Provide leadership and direction to the complaints team, ensuring consistent application of processes and standards.
• Conduct regular team meetings and individual performance reviews, offering guidance and identifying opportunities for professional growth.
• Act as an escalation point for complex or sensitive complaints, stepping in to manage high-priority cases when needed.
• Collaborate with senior leadership to develop and implement strategic initiatives that improve overall complaint management processes.

ADDITIONAL RESPONSIBILITIES:

• Stay up to date on product knowledge, compliance rules, and industry best practices.
• Identify and report any suspicious customer behaviors or trends to senior management.
• Promote a culture of teamwork, cooperation, and continuous improvement across the complaints team and the broader organization.
• Recommend, implement, and sustain process improvement initiatives to reduce complaint volumes, improve efficiency, and increase customer satisfaction.
• Contribute to special projects and support additional duties as assigned by leadership.