Sales Operations Coordinator, Refinances

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

The role is accountable for managing both inbound and outbound client interactions related to refinancing reverse mortgages, as well as processing mortgage refinance applications and documentation. This role involves assessing clients' needs, running eligibility quotes, and coordinating with the Portfolio Admin Department to ensure a smooth refinance process. The role liaises directly with the Sales Team, Underwriters and other internal/external parties as required to satisfy all the conditions required for the advancement of refinance files to the Underwriting team.  

MAJOR ELEMENTS OF THE ROLE

• Support the processing of refinances from receipt of application, validating accuracy of all necessary documentation and confirming they are fit for underwriting while also ensuring compliance with all regulatory requirements.
• Engage with clients through both outbound and inbound calls, particularly those interested in refinancing their reverse mortgage, assessing clients' needs to determine the most suitable refinance options and running quotes to calculate eligibility based on their financial situation
• Collaborate closely with the Portfolio Administration team to create and manage refinance files, ensuring a seamless process.
• Manage the appraisal process, including ordering and coordinating appraisals to ensure accurate property valuations.
• Throughout the refinance process, maintain clear and consistent communication with clients, providing updates and addressing any concerns
• Efficiently manage multiple clients and tasks simultaneously, ensuring that deadlines are met, and clients receive high-quality service

SKILLS AND EXPERIENCE REQUIRED

Qualifications

• University Degree or Community College Diploma

• A solid understanding of the reverse mortgage product and business process to effectively assist the Bank in providing excellent customer service to all internal and external partners.

• Good working knowledge of Excel, Outlook, Word, Access and Internet

Attributes

• Results oriented and able to manage time-sensitive information
• Demonstrated solid problem-solving skills and good judgement
• Good communication and conflict management skills
• Thrives on variety and continuous improvement
• Well organized and is equally comfortable working on their own as well as being a contributing member of a collaborative team
• French language skills would be an asset
• Able to prioritize and focus on delivering exceptional customer service to the sales force, external partners, and internal departments

Working Conditions Unique to Job

• Hybrid home/office environment

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; our tireless commitment to inclusivity, professional development, and employee experience has been recognized through awards including the Greater Toronto’s Top Employers 2024,Waterstone Canada's Most Admired Corporate Cultures 2022-2023, the Globe and Mail's Report on Business: Canada's Top Growing Companies 2022 (third year since 2019), Canadian's Mortgage Professional (CMP) Top Mortgage Employer 2023 for the third year in a row and Achievers Top 50 Most Engaged Workplaces 2023. 
 

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.  
 

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 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 one paid day off each year to volunteer at their favourite local charity.

The Perks

HomeEquity Bank offers a competitive total rewards package that includes:

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

HomeEquity Bank is committed to an inclusive, equitable and accessible workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Please note that our successful candidate is required to complete a background check.

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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