Manager, Reverse Mortgage

Join a Challenger

Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong with us. You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.

We are a big (and growing!) family. Overall we serve more than 670,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members. Together we have over $125 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our customers have named our EQ Bank digital platform (eqbank.ca) one of the top banks in Canada on the Forbes World's Best Banks list since 2021. 

The Manager is responsible for providing day to day leadership, mentoring and guidance to team members while at the same time ensuring that their team operates efficiently and productively.  The Manager will be responsible for evaluating staff performance and providing timely feedback.  He/she will approve recommended mortgage applications within prescribed lending limits as well as ensure that team members are being diligent with their follow-up procedures and assist them in meeting their target productivity ratios.  The Manager is also responsible for assisting with the fulfillment of mortgage conditions and ensuring that departmental guidelines, procedures, policies and credit risk objectives are adhered to. This must be done as efficiently as possible while exercising sound lending judgment and without compromising service or profitability. The Manager will monitor the team to ensure processes are being carried out in a consistent manner and are supporting departmental goals and objectives. 

• The Manager, Reverse Mortgages will be leading and supervising team members responsible for reviewing, analyzing, making credit decisions and fulfillment of Reverse Mortgage requests. The role includes the following activities and responsibilities:
• Work with and assist the management team in various duties assigned, and play an active role in the management of the underwriting and fulfillment functions
• Manage the productivity and provide active support to Reverse Mortgage Specialists in various offices across the country to sales in reaching annual targeted origination volumes
• Assist in the planning and implementation of operational and strategic initiatives
• Serve as a credit supervisor to all team members
• Ensure departmental guidelines, procedures policies and credit risk objectives are adhered to
• Coach, mentor and train team members to develop them according to their personal abilities and development plan
• Enable team members to achieve consistent and quality credit decisions while minimizing errors
• Lead the team by providing support, guidance and mentoring to team members. 
• Be the first point of contact for escalations within the team and make prudent decisions in a timely fashion 
• Ensure that team members are being diligent with their follow-up procedures and assist them in meeting their mortgage fulfillment and compliance objectives.  
• Assist with daily mortgage file fulfillment to ensure that files close in a timely fashion and satisfactory service levels are maintained.  Place a strong emphasis on anti-money laundering (AML) and anti-terrorist financing (ATF) requirements, including but not limited to, income, down payment verification and client interviews. 
• Ensure that documentation is acceptable and complies with established guidelines
• As required, deal with suspected misrepresentation and take the necessary steps to mitigate any fraud related concerns as they occur
• Ensure that the team manages their files effectively to ensure that they close in a timely manner and within established guidelines
• Maintain high quality completion of required compliance reviews to ensure clean (no material findings) / satisfactory performance on AML/Compliance, Quality Assurance and other internal/external audits
• Provide the highest level of internal and external customer service while fielding inquiries and building strong working relationships as well as keeping all stakeholders up to date on the progress of deals. Daily, provide mortgage fulfillment expertise to staff, mortgage brokers and Equitable Bank business partners
• Communicate with external contacts and business partners to strengthen and promote the Equitable Bank brand in the marketplace
• Work with team members as required to ensure that the overall team delivers exceptional service in everything they do and to contribute to the improvement in Net Promoter Scores both in the Broker and Direct to Consumer channels
• Manage escalations from brokers and act as point of contact for brokers when necessary
• Daily, create and maintain various reports which will assist with the management of the team’s daily workflow and individual staff performance.  Use the data obtained from reporting to motivate, mentor, support and lead the team
• Communicate with staff members to ensure company goals and objectives are understood and achieved
• Coach (establish regular individual coaching sessions with members of the team), mentor and train team members to develop them according to their personal abilities and development plan
• Provide valuable timely feedback on team member performance and seek out training opportunities for staff as required
• Identify barriers to effective operations and present process recommendations to management
• Maximize the productivity of the team and rectify challenges as required
• Be a champion of EQB’s corporate values

• Completion of a college or equivalent post-secondary degree preferably in a financial field
• At least 5 years of experience in mortgage underwriting
• 2+ years of experience as a Mortgage Officer
• Demonstrated leadership and coaching skills
• Established and meticulous organizational skills
• Sound multi-tasking skills and excellent attention to detail
• Autonomous ability to make decisions under pressure
• Highly developed verbal and written communication skills with the ability to respond in a clear, concise and professional manner
• Excellent time management, analytical and problem-solving skills
• Committed to providing superb customer service
• Demonstrated ability to use MS Office (MS Word and Excel)
• Sound knowledge of mortgage lending

#LI-Hybrid

What we offer [For full-time permanent roles]

💰 Competitive discretionary bonus 

✨ Market leading RRSP match program

🩺  Medical, dental, vision, life, and disability benefits

📝  Employee Share Purchase Plan

👶🏽 Maternity/Parental top-up while you care for your little one

🏝 Generous vacation policy and personal days 

🖥  Virtual events to connect with your fellow colleagues

🎓  Annual professional development allowance and a comprehensive Career Development program

💛  A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

The incumbent will be working hybrid and in office time will be spent working from Equitable Bank’s additional office space located at 351 King Street East, Toronto, ON.

Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well. 

We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond. All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.

We can’t wait to get to know you!