Specialty Servicing Associate

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 Work:

The Specialty Servicing Associate is responsible for all servicing activities related to the Equitable Bank Insurance Lending, SFR Partner Remittance and Commercial (including Third-Party Servicing and Direct Servicing) suite of products. The incumbent will be an expert in all products, which may have varying complex interest rate and billing structures. The incumbent is responsible to for completion of all required servicing functions which include posting financial transactions, statement generation, validation, analysis, procedure documentation and Customer Service. The incumbent is required to understand and take into consideration the continued effectiveness of existing Mortgage Services processes, system integrations, and procedures. 

• Be a servicing expert for the products under purview 
• Accountable for internal and external customer service interactions via phone and email 
• Accountable for all administration processes including posting of incoming and outgoing funds, distribution of monthly statements, incoming and outgoing remittances to partners, and all activities surrounding full payout including preparation of payout statements and release of security 
• Conduct regular review of Insurance Lending accounts to ensure compliance with Loan-to-Value ratios according to specified guidelines and complete collection and/or remediation activities as required 
• Provide accurate information and excellent customer service for our products and services to borrowers including general servicing and Default handling calls 
• Participate largely in the design of new products and services within the applicable lending suites 
• Ensure all financial transactions involving a third party are accurate and completed in a timely manner 
• Complete scheduled and adhoc reporting for internal purposes or as required by partners/insurance companies 
• Lead investigation into issues of calculation or transactional natures, and resolve the issue while maintaining the highest level of service 
• Accurately prepare reconciliation sheets for banking and accounting purposes  
• Liaise with a variety of internal departments to address any unique issues that may arise   
• Contribute to maintenance of procedures with large focuses on risk mitigation and efficiency 
• Regularly monitor and report on progress of the product development and volumes and the resulting impact on operations and procedures 
• Prepare spreadsheets, power point presentations, data analysis, and reports as required for product 
• Complete new functionality and regression system testing for the product 
• Prepare, edit, and distribute specialized reports 

• Post-secondary education (diploma/degree), preferably in business or finance, or 3 years’ related work experience in loans or insurance operations 
• Highly developed verbal and written communication skills with the ability to respond in a clear, concise, and professional manner  
• Bilingual in English and French is a strong asset 
• Compelled to provide an exemplary customer service experience 
• Strong organizational skills are a must with the ability to balance multiple priorities simultaneously  
• Must be able to work in a high volume, high pressure environment and meet tight deadlines 
• Ability to solve problems and propose solutions 
• Ability to work effectively and collaborate with internal functional support groups 
• In depth knowledge and understanding of company’s payments & remittance strategy, processes, and policies 
• Strong math and analytical skills 
• Self-motivated with the ability to work with very little or no supervision 
• Good working knowledge of MS Office: MS Excel, Visio, Word, and PowerPoint 

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!