Quality Analyst - Process Improvement
Top Benefits
About the role
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
This role is responsible for overseeing the Quality and Compliance of the Customer Success teams where the key responsibilities are to perform rigorous Quality Checks and risk management activities such as monitoring KRI’s, assessing root causes and working cross functionally with other departments to ensure all compliance and risk assessment needs are met.
MAJOR ELEMENTS OF THE ROLE
Quality Assurance
- Develop and maintain quality assurance testing plans and share testing plans, methodology and results with risk, compliance, and internal audit.
- Conduct Quality Assurance activities, including, but not limited to, call listening quality checks, email, SMS, and chat quality checks.
- Monitor and review controls; Develop action plans to address identified issues and control gaps
- Conduct process adherence checks and deviations from SOPs
- Develop or optimize CX standard operating procedures (SOPs) as necessary
- Create a report and share QA results and recommendations
- Regularly consult management and review risk, compliance, and internal audit testing results to determine appropriate quality assurance testing plan updates.
Risk Assessments
- Conduct Risk Control Assessments where required (RCSA, RCM, Third party, New Initiatives, etc.)
- Monitor and perform testing on key controls and deliver timely reporting on New Initiative Risk Assessments (NIRA’s) to help ensure an effective and efficient internal control environment within CX.
- Participate in independent reviews and challenge of risk assessments
- Perform root cause analysis, Identify and report on risk trends and emerging risks
- Review risk and compliance risk assessment reports for accuracy and completeness
Cross-Functional Collaboration
- Collaborate and work closely with risk and compliance teams and other internal and external stakeholders on all risk and compliance management program elements.
- Support regulatory change readiness, escalated control gaps and facilitate timely opening of action plans
- Participate in forums/community of practice
- Manage and coordinate response with risk and compliance, internal audit, regulatory examinations or third-party independent reviews
SKILLS AND EXPERIENCE REQUIRED
- Regulatory Knowledge: Strong understanding of banking regulations, such as AML (Anti-Money Laundering), KYC (Know Your Customer), and GDPR (General Data Protection Regulation)
- Analytical Skills: Ability to assess data, identify trends, and analyze processes to ensure compliance with banking standards and regulations.
- Attention to Detail: A keen eye for identifying discrepancies or potential compliance risks in documentation, processes, or financial data.
- Risk Management: Expertise in identifying, assessing, and mitigating compliance risks, ensuring that the bank operates within its legal and ethical framework.
- Communication Skills: Ability to clearly communicate findings, regulatory updates, and recommendations to both technical and non-technical stakeholders, including senior management.
- Problem-Solving Abilities: Skill in identifying issues and proposing actionable solutions that align with compliance and regulatory requirements.
- Data Management: Proficiency in handling large datasets, ensuring accuracy in reports, and using tools like Excel, SQL, or other reporting tools for data analysis and presentation.
- Ethical Judgment and Integrity: Strong ethical standards and the ability to make impartial decisions to ensure compliance with laws and internal policies.
- Project Management Skills: Experience managing multiple compliance projects, ensuring they are completed on time, within scope, and with attention to detail
WORKING CONDITIONS UNIQUE TO JOB
- Hybrid work 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
About
Find out what we’re up to online, and learn more about what makes HomeEquity Bank a great place to work:
Youtube
Chip.ca
Join Us! If you’re ready to build the future of reverse mortgages, we want to hear from you.
About HomeEquity Bank
HomeEquity Bank is a Schedule I Canadian bank and is the only provider exclusively focused on reverse mortgages for homeowners aged 55 and over. HomeEquity Bank is a privately held company and helps Canadians live retirement their way by providing a safe, secure, and easy way to access the equity they’ve built up in their homes through their financial solutions, the CHIP Reverse Mortgage® and Income Advantage®.
HomeEquity Bank has been the leader of reverse mortgages in Canada since its inception in 1986. HomeEquity Bank has an effective direct-to-consumer distribution model as well as a well-established network of referral partners. This extensive partner network includes all major Canadian banks, credit unions, mortgage brokers, and financial planning firms.
Quality Analyst - Process Improvement
Top Benefits
About the role
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
This role is responsible for overseeing the Quality and Compliance of the Customer Success teams where the key responsibilities are to perform rigorous Quality Checks and risk management activities such as monitoring KRI’s, assessing root causes and working cross functionally with other departments to ensure all compliance and risk assessment needs are met.
MAJOR ELEMENTS OF THE ROLE
Quality Assurance
- Develop and maintain quality assurance testing plans and share testing plans, methodology and results with risk, compliance, and internal audit.
- Conduct Quality Assurance activities, including, but not limited to, call listening quality checks, email, SMS, and chat quality checks.
- Monitor and review controls; Develop action plans to address identified issues and control gaps
- Conduct process adherence checks and deviations from SOPs
- Develop or optimize CX standard operating procedures (SOPs) as necessary
- Create a report and share QA results and recommendations
- Regularly consult management and review risk, compliance, and internal audit testing results to determine appropriate quality assurance testing plan updates.
Risk Assessments
- Conduct Risk Control Assessments where required (RCSA, RCM, Third party, New Initiatives, etc.)
- Monitor and perform testing on key controls and deliver timely reporting on New Initiative Risk Assessments (NIRA’s) to help ensure an effective and efficient internal control environment within CX.
- Participate in independent reviews and challenge of risk assessments
- Perform root cause analysis, Identify and report on risk trends and emerging risks
- Review risk and compliance risk assessment reports for accuracy and completeness
Cross-Functional Collaboration
- Collaborate and work closely with risk and compliance teams and other internal and external stakeholders on all risk and compliance management program elements.
- Support regulatory change readiness, escalated control gaps and facilitate timely opening of action plans
- Participate in forums/community of practice
- Manage and coordinate response with risk and compliance, internal audit, regulatory examinations or third-party independent reviews
SKILLS AND EXPERIENCE REQUIRED
- Regulatory Knowledge: Strong understanding of banking regulations, such as AML (Anti-Money Laundering), KYC (Know Your Customer), and GDPR (General Data Protection Regulation)
- Analytical Skills: Ability to assess data, identify trends, and analyze processes to ensure compliance with banking standards and regulations.
- Attention to Detail: A keen eye for identifying discrepancies or potential compliance risks in documentation, processes, or financial data.
- Risk Management: Expertise in identifying, assessing, and mitigating compliance risks, ensuring that the bank operates within its legal and ethical framework.
- Communication Skills: Ability to clearly communicate findings, regulatory updates, and recommendations to both technical and non-technical stakeholders, including senior management.
- Problem-Solving Abilities: Skill in identifying issues and proposing actionable solutions that align with compliance and regulatory requirements.
- Data Management: Proficiency in handling large datasets, ensuring accuracy in reports, and using tools like Excel, SQL, or other reporting tools for data analysis and presentation.
- Ethical Judgment and Integrity: Strong ethical standards and the ability to make impartial decisions to ensure compliance with laws and internal policies.
- Project Management Skills: Experience managing multiple compliance projects, ensuring they are completed on time, within scope, and with attention to detail
WORKING CONDITIONS UNIQUE TO JOB
- Hybrid work 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
About
Find out what we’re up to online, and learn more about what makes HomeEquity Bank a great place to work:
Youtube
Chip.ca
Join Us! If you’re ready to build the future of reverse mortgages, we want to hear from you.
About HomeEquity Bank
HomeEquity Bank is a Schedule I Canadian bank and is the only provider exclusively focused on reverse mortgages for homeowners aged 55 and over. HomeEquity Bank is a privately held company and helps Canadians live retirement their way by providing a safe, secure, and easy way to access the equity they’ve built up in their homes through their financial solutions, the CHIP Reverse Mortgage® and Income Advantage®.
HomeEquity Bank has been the leader of reverse mortgages in Canada since its inception in 1986. HomeEquity Bank has an effective direct-to-consumer distribution model as well as a well-established network of referral partners. This extensive partner network includes all major Canadian banks, credit unions, mortgage brokers, and financial planning firms.