The Role
This position is responsible for contributing to the MCAP's Servicing team, you will assist clients with any questions in regards to MCAP products and services while maintaining the highest level of service and complying with policies, practices and procedures.
Role Specific Accountabilities (include, but not limited to the following) :
- Promote and assist clients with any questions in regards to MCAP products and services.
- Analyze and interpret customer inquiries through well thought out judgments, decision-making skills and product knowledge
- Resolve disputes received from clients through creative means and ownership
- Handle multiple priorities in an ever-changing work environment
- Provide creative solutions backed by sound decision-making
- Adapt to the changing priorities of a fast-paced work environment
- Fulfill customer expectations while complying with policies, practices and procedures
- Contribute to the overall success of the MCAP team, as well as work independently to achieve specified targets.
Ontario shifts range from 8am-7 : 15pm EST. Vancouver shifts range from 7-4 : 30 PST.
What You Bring To The Team
- Minimum 1 year customer service experience is considered an asset
- Completion of high school and / or some college would be preferred.
- Call center experience an asset
- Possess solid Ms Office / Computer skills
- Mortgage industry experience an asset
- Must be able to work flexible hours Mon - Fri (any time from 8 AM till 8 PM)
- Excellent communication and interpersonal skills
- Be familiar with a call centre environment
- Possess excellent written and oral communication skills
- Deal with customers via web, email, and telephone interfaces so you must be able to work in an environment that is keyboard and phone intensive
- Provide timely and accurate response to all customer queries
- Be committed to providing outstanding customer service
- Self-Motivated / proactive mindset
- Ability to work independently as well as part of a team
- Excellent organizational skills and analytical skills
- Bilingual French and English required
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