Customer Success Representative delivering world class service to Medical Devices customers and Field Sales Agents. Handling inquiries, processing requests, and maintaining cases in Salesforce for effective service delivery.
EB
Hybrid Bilingual Customer Service Specialist, FR/ENG
Posted 4 months ago
About the role
- Customer Service Specialist providing exceptional support via phone and email to borrowers in the mortgage sector. Handling inquiries related to Equitable Bank's diverse mortgage products and features.
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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