Junior Customer Experience Specialist improving customer satisfaction by optimizing service solutions. Role involves training, communication strategies, and customer research for Fortum's energy services.
EB
Hybrid Bilingual Customer Service Specialist, FR/ENG
Posted 4 months ago
About the role
- Customer Service Specialist responsible for exceptional service to Equitable Bank’s borrowers. Supporting mortgage inquiries and providing accurate product information via phone and emails.
Responsibilities
- Provide excellent customer service in an inbound customer service environment and through electronic correspondence with borrowers, solicitors, brokers and other stakeholders.
- Support the borrower through their mortgage inquiries by identifying customer needs and providing appropriate options and solutions.
- Provide accurate information regarding our products and services.
- Fulfill customer expectations in a way that also complies with policies and procedures, for various functional areas of the mortgage life cycle.
- Participate in activities designed to improve customer satisfaction and business performance.
- Process various updates to the mortgage account such as borrower contact information and requested account changes.
- Meet expectations in regard to outlined call quality, compliance, and customer service standards while interacting with customers.
- Recognize appropriate retention triggers for renewal and refinance opportunities.
- Maintain accurate system records of inquiries and transactions processed.
Requirements
- Demonstrated front line customer service experience (for a minimum of 12 months) in finance or mortgage industry
- Post-secondary education (diploma)
- Knowledge of commercial and residential lending products, related legal terminology and provincial and federal legislations
- Must be self-motivated with the ability to work with little or no supervision
- Ability to multi-task by navigating various systems while communicating with customers
- Ability to easily build rapport and foster positive relationships with both customers and team members
- Exceptional interpersonal and communication skills – written and oral
- Strong active listening skills with the ability to engage with the customer
- Professional and courteous telephone manner
- Previous experience with Home Equity Line of Credit (HELOC) product
- Strong mathematical and analytical skills
- Computer literate (MS Outlook, MS Word, MS Excel)
- Ability to ensure customer issues are handled appropriately, and escalating issues when necessary
Benefits
- 💰 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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