Quality Assurance Specialist, Bilingual (English and French)

September 5

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EQ Bank | Equitable Bank

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EQB Inc. (formerly Equitable Group Inc.) trades on the Toronto Stock Exchange (TSX: EQB and EQB$1. .$1

Lending • Mortgages • Residential Lending • Commercial Lending • Reverse mortgages

1001 - 5000

Description

• Review and score a random sample of verbal and written communication interactions handled by individuals each month to ensure adherence to all applicable policies and procedures • Review and score a random sample of administrative transactions processed by individuals each month/quarter to ensure adherence to all applicable policies, procedures, and service levels • Complete end-to-end review of specified processes that may cross over teams and/or departments • Complete audits using departmental procedures and predefined criteria set by Management

Requirements

• Minimum 2+ years of customer service and/or administration experience in servicing mortgages, loans or other finance related roles • Excellent knowledge of the mortgage life cycle, specifically Equitable Bank’s servicing policies, along with a solid understanding of transactional loan processing • Post-secondary education (diploma) • Carries out duties with integrity, maintaining a priority and passion towards contributing to quality servicing • Exceptional ability to build rapport, resulting in strong interpersonal relationships • Robust written and oral communication skills • Solid experience using Excel, Word, PowerPoint, and SharePoint in order to build reports, spreadsheets, and presentations to clearly convey results and trends • Motivated, detail oriented self-starter with the ability to work independently • Ability to manage time effectively while administering multiple priorities • Strong mathematical, analytical, and problem solving skills • Fully bilingual in French and English is required both for verbal and written communication

Benefits

• Provide unbiased, relevant results and feedback to Management team • Provide summary reports quarterly to department head • Facilitate periodic call quality calibration sessions with Management team to ensure scoring consistency • Facilitate quarterly call quality calibration sessions with Management team and external Customer Service vendor • Provide recommendations to improve operations and training materials to the Management team based on observed trends and results