Provide excellent customer service in an inbound customerserviceenvironmentandthroughdigitizedcorrespondencewithcustomers solicitors brokersand other stakeholders.
Support thecustomerthrough their mortgage inquiries byidentifying customer needs andprovidingappropriate options and solutions.
Provide accurate information regarding our products and services.
Fulfillcustomer expectations in a way that also complies with policiesand 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 ascustomercontact information and requested account changes.
Meet expectationsaccordingto outlined qualitycriteria 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.
Demonstrated front line customer service experience (for a minimum of 12 months) in financeor mortgage industry.
Post-secondary education (diploma).
Knowledge of commercial and residential lending products related legal terminologyand 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 toeasilybuildrapport and foster positive relationships withboth customers and team members.
Exceptional interpersonal and communication skills written and oral.
Strong activelistening skills with the ability to engage with the customer.
Professional and courteoustelephone manner.
Previousexperience withHome Equity Line of Credit (HELOC)product.
Strong mathematical and analytical skills.
Computer literate (MS Outlook MS Word MS Excel).
Ability to ensure customerissuesare handled appropriately andescalating issues when necessary.
Required Experience:
IC
Customer Service Specialist, Bilingual (English and French) • Toronto, Ontario, Canada
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