Customer Experience Specialist

1 month ago

Toronto ON, Canada First National Full time

We are hiring a Customer Experience Specialist

The Role: This role is responsible for shaping our clients’ impression of First National Financial. The successful candidate would be responsible for investigating and resolving escalated issue, completing Quality Audits, and assisting with initial post training of our Customer Service Representatives.

Reporting To:

Manager, Customer Service

Full-Time/Part- Time:

Full-time

Posting Date:

April 11, 2024

Closing Date:

April 25, 2024

Hours of Work:

8:30 a.m. – 5:00 p.m.

Grade:

Office Location:

8.5

Downtown Toronto

Great location Steps away from the main public transit station

What we offer:

Highly competitive compensation package which includes, base salary, bonus, benefits, and career advancement opportunities

*Eligibility for benefits is dependent on the terms of employment

What you will do:

  • Resolve escalated client issues.
  • Liaison between the client and internal departments to facilitate resolutions on incoming escalated issues received via phone or email.
  • Investigate account set up, payment issues and other processing inquiries.
  • Collect all details, research account, collaborate with or send to the appropriate department, confirm resolution, and ensure customer satisfaction.
  • Conduct Call Quality Audits of Customer Service calls
  • Identify learning gaps, coaching opportunities, and procedural issues.
  • Provide workable solutions to continuously improve First National service levels.
  • Record all Escalated accounts managed by the Customer Care team.
  • Responsible for monthly reporting
  • Assist with initial on-the-job training for new Customer Service Representatives
  • Ensure client privacy is protected.
  • Promote First National Financial services and initiatives.
  • Special projects as assigned by management.
  • Assist with overflow of incoming calls for the Customer Service queues when required.
The Requirements Needed:
  • Completed post-secondary education and/or equivalent work experience.
  • 2 years of Customer Service experience
  • 1 year of mortgage experience preferred.
The team you will join:

Founded in 1988, First National is one of Canada’s largest non-bank lenders. We provide residential mortgages exclusively through our mortgage broker channel and service commercial clients through our national origination team of empowered advisors.

At First National, It’s in our Nature is our rallying cry. It underlies our values, beliefs, and how we show up for each other, our clients, our partners and the community. Our nature defines who we are and guides every decision we make.

First National is proud to be an equal opportunity employer and is committed to diversity and inclusion regardless of race, color, religion, national origin, age, gender identity, physical or mental disability, sexual orientation or any other category protected by law.

First National supports requests for accommodation from applicants with disabilities; please contact Human Resources at .

We would like to thank all applications for their interest, but only candidates selected for an interview will be contacted.

#FNLOON #J-18808-Ljbffr

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