The Core Responsibilities!
Provide excellent customer service in an inbound customer service environment and through digitized correspondence with customers, solicitors, brokers, and other stakeholders.
Support the customer through their mortgage inquiries by identifying customer needs and providing appropriate options and solutions.
Provide accurate information regarding our products and services.
Fulfillcustomer 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 customer contact information and requested account changes.
Meet expectations according to outlined quality criteria, 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.
Let's Talk About You!
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.
Customer Service Specialist, Bilingual (English and French) • Toronto
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