Customer Engagement Specialist - Remote

Overview

The Customer Engagement Specialist is responsible for supporting Equitable Bank reverse mortgage applicants through the discovery, credit adjudication, legal and funding process, acting as a critical bridge between clients and internal/external parties to ensure a positive customer experience.

In Short

• Support reverse mortgage applicants through the entire fulfillment process.
• Manage client relationships and ensure understanding of the product.
• Obtain and assemble documentation for credit review.
• Track and manage the flow of client applications.
• Deliver exceptional customer service to clients, especially seniors.
• Handle customer questions and complaints efficiently.
• Communicate with internal and external contacts to ensure timely processing.
• Monitor customer interactions and identify process improvements.

Requirements

• Post-secondary degree completion.
• 5+ years’ experience in the mortgage industry.
• Detailed knowledge of the mortgage environment.
• 5+ years’ experience in customer service.
• Strong willingness to learn and develop expertise.
• Exceptional communication and interpersonal skills.
• Ability to multi-task and manage competing priorities.
• Excellent attention to detail and organizational skills.
• Proficiency in MS Office, particularly Word and Excel.

Benefits

• Join a growing and innovative team.
• Opportunity to work in a dynamic environment.
• Support from a collaborative team.
• Engage in a meaningful role in the banking sector.