Team Lead, Default Management- 12 month contract
HomeBridge
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 provides management support and acts as Subject Matter Expert (SME) for any Default Management inquiries and handles second-level escalations related to default. Reporting to the manager of Default management, the team lead is responsible for managing the Default Portfolio to ensure that it is maintained, and all aspects of collection and legal processes are completed timely and efficiently ensuring full compliance with applicable regulatory requirements and the Bank’s policies, including Privacy, AML, Complaint Handling and Compliance.
MAJOR ELEMENTS OF THE ROLE
Key Responsibilities:
Team Leadership:
Lead, mentor and develop a team of dedicated default specialists, ensuring high performance and engagement.
Lead by example and foster a collaborative and positive team environment, encouraging open communication and sharing of best practices.
Onboard and train new hires.
Operational Management:
Oversee the day to day operations of the default management team, ensuring timely and accurate processing of the default portfolio.
Monitor and handle the default management inbox.
Provide regular input, counsel and direction to the team.
Ensure all default management activities comply with company policies, industry regulations and legal requirements.
Make prompt decisions on mortgage file matters requiring approval as appropriate and permitted
Measure and report regularly on processing efficiency, including files requiring exceptions to the Bank’s standard processes and/or practices Implement on a timely basis, solutions to address internal control gaps
Maintain current and comprehensive written default Standard Operating Procedures.
Customer and Stakeholder Management:
Serve as the primary contact for escalated cases and complex issues and work to resolve them promptly and effectively, ensuring seamless customer experience.
Build and maintain a strong relationship with internal (Client Relations, Operations and Compliance/Risk) and external (Default lawyers and property managers) stakeholders.
Provide regular updates and report to Senior management on team performance and challenges.
SKILLS AND EXPERIENCE REQUIRED
Ability to train and coach team members while providing feedback.
Strong communication and conflict management skills.
University degree or community college diploma or equivalent work experience.
Strong knowledge in default management, collections with at least 2 years in leadership role.
Strong relationship management skills.
Well-organized and equally comfortable working independently or as a contributing member of a collaborative team.
Sound understanding of the current financial services environment.
Strong analytical skills and attention to detail, thorough, accurate, and organized.
Ability to think critically, demonstrate solid problem-solving skills and good judgment.
Strong problem-solving skills with focus on data driven decision making.
Strong computer skills, MS Office and ability to adapt to and understand CRM platforms (salesforce etc)
Bilingual skills (English and French) are an asset.
Experience with provincial law and foreclosure is an asset.
Working Conditions Unique to Job:
Hybrid 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 (for eligible employees)
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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Chip.ca
Join Us! If you’re ready to build the future of reverse mortgages, we want to hear from you.
