Customer support representative • kitchener on
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Job Description
Customer Service & Broker Support Specialist
Explore an exciting opportunity in the insurance sector for our client, where customer service, collaboration, and problem-solving come together in a dynamic mortgage creditor environment. Be part of a close-knit team focused on building strong broker relationships, delivering quality service, and contributing to a positive customer experience in a hybrid work setting.
What is in it for you:
• Hourly salary of $25-30, based on experience.
• 6-month contract.
• Full-time position: 37.50 hours per week.
• Hybrid work model with 3 days per week in the office.
• Office location in Waterloo, Ontario.
Responsibilities:
• Set up and support Lender and Broker profiles.
• Provide business support for BSC systems, including AMS and SafetyCatch.
• Provide customer service by phone and email, including managing a shared inbox and responding to broker inquiries.
• Respond to inquiries related to policies, broker compensation, sales tips, product training, and mortgage creditor insurance.
• Troubleshoot issues and escalate them to Production Support as necessary.
• Maintain client relationships and suggest tool improvements.
• Collaborate with the Team Lead, Manager, and other teams on business initiatives.
• Support BSC projects and assist with training new specialists.
• Perform data entry to update sales systems.
• Handle approximately 8 to 10 calls and 40 emails per day.
What you will need to succeed:
Required qualifications
• Postgraduate education or relevant experience.
• 2+ years of experience.
• Customer service experience.
• Proficiency in Microsoft Office.
• Proficiency in CRM systems such as Salesforce.
• Data entry skills.
Preferred qualifications
• Experience or knowledge of the mortgage or Mortgage Creditor Industry.
• Customer service experience over the phone.
• Bilingual in French and English to support broker communications by phone and email.
Required soft skills
• Communication skills.
• Interpersonal skills.
• Analytical skills.
• Customer service orientation.
• Problem-solving skills.
• Attention to detail.
• Ability to manage multiple priorities.
• Ability to work independently and collaboratively.
• Adaptability and flexibility.
Why Recruit Action?
Recruit Action (agency permit: AP-2504511) provides recruitment services through quality support and a personalized approach. As part of the screening process, some applications may be reviewed using artificial intelligence tools. Only candidates who meet the hiring criteria will be contacted.
