Manager, Customer Care (Complaints)

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.

MAJOR ELEMENTS OF THE ROLE

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.
  
  

Skills And Experience Required

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.
  
  

Attributes:

• Advanced verbal, written, and interpersonal communication skills for effective engagement with both internal teams and external customers. Proficiency in French is an asset.
• Strong leadership abilities with experience managing a team, providing guidance, and driving results.
• Excellent analytical and problem-solving skills, with the ability to investigate complex complaints, identify root causes, and recommend solutions.
• High level of personal accountability and the ability to make independent, sound decisions under pressure.
• Knowledge of relevant legislation and regulations in the financial services industry related to customer complaints.
• Ability to handle multiple high-priority cases simultaneously and maintain professionalism during challenging situations.
• Organized, with strong time management skills and the ability to work in a fast-paced environment.
  
  

Working Conditions:

• Hybrid work model (home/office).
• Shifts may vary based on business needs, with hours of operation between 8:30 AM – 7 PM EST.
  
  

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.

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