Customer Service Agent

4 weeks ago

Markham, Canada The Nationwide Group Full time
Bilingual (French) Customer Service Agent - Resolution 1

Customer Service Agent - Resolution Team 1

Summary:

The Bilingual Customer service agent- Resolution 1 role will report directly to the Resolutions Team Manager. This role will be responsible for ensuring the accurate and timely completion of appraisal requests by providing superior customer service to NAS lenders, brokers, and appraisers alike. As part of a high-volume team, the Resolution 1 Agent will ensure lenders and appraisers are kept up to date and each request meets all Service-Level Agreements.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Thoroughly review and process appraisal requests in new, accepted, appointment, Credit Pending status via the NAS appraisal management platform. Work assignments will be assigned and monitored by the team lead and Resolutions Team Manager.
  • Effectively communicate with lenders and appraisers by providing status updates and client support, ensuring the proper hold times are placed in accordance with business requirements.
  • Responsible for ensuring each request handled is in accordance with all department policies and procedures as outlined by Senior Management. Thoroughly review each request, understanding special directions as well as client and appraiser comments to ensure adherence to SLA, lender requirements, and appraiser lists.
  • Effectively communicate with management and cross-functional teams to ensure the timely completion of all requests within company-stated Service-Level Agreements.
  • Immediately respond to delayed files and identify and escalate priority issues to the appropriate departments, Team Lead, or Manager as per department guidelines.
  • Meet all applicable departmental and employee level metric requirements (i.e., length of resolution time, hourly file output, quality requirements, call volumes, etc.).
  • Maintain knowledge of and adhere to all organizational policies, including but not limited to data security and health & safety policies.
  • Other duties as assigned.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education And/Or Experience:

  • Strongly Preferred: Bachelor’s degree (ABA) or equivalent from a two-year college or technical school; or one year of related experience and/or training; or equivalent combination of education and experience.
  • 1 year of experience in one of the following industries: business-to-business services, mortgage processing sector, call center/customer service environment, or professional data entry services.
  • Students/Graduates of the RPA/RPAA and Professional Mortgage courses programs are highly desired.

Language Skills:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Excellent communication skills - verbal and written fluency. French and/or Spanish is an asset.

Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Internet Software, Spreadsheet Software (Excel), Electronic Mail Software (Outlook), Word Processing Software (Word), Presentation Software (PowerPoint); Call Management System considered an asset.

Other Qualifications:

  • Must be available to work a variety of shifts between 8 am–9 pm Monday to Friday and occasional weekends (Saturday 12 pm-4 pm).

Must have the ability to focus for long periods of time with strong attention to detail; remains energized and focused in a fast-paced and evolving environment.

Seniority Level

Entry level

Employment Type

Full-time

Job Function

Management, Strategy/Planning, and Analyst

Industries

Real Estate and IT Services and IT Consulting

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