Bilingual Customer Service Specialist

3 days ago

Toronto, Canada Home Trust Company Full time

Company Profile

Home Capital Group Inc., together with its operating subsidiary Home Trust Company, has developed a track record of success as Canada’s leading alternative lender. Building on the demonstrated strength of its core residential mortgage lending business, the Company also offers complementary lending services, as well as highly competitive deposit investment products, through Oaken Financial.

Position Overview

The Customer Service Specialist will spend his/her time answering inbound calls within a contact centre environment. The specialist will be the first level of response for our customers and will be required to respond to customer inquiries promptly and accurately on a variety of complex problems, within the established Contact Centre procedures. The Customer Service Specialist will demonstrate strong product knowledge to effectively maximize business retention in our Mortgage and Oaken product lines.

The Contact Centre provides service to our customers from Monday to Friday, 8:00 a.m. - 8:00 p.m. EST, and Saturdays 9:00 a.m. - 5:00 p.m. EST. Customer Service Specialists are required to have availability to be scheduled 5 days and 37.5 hours per week, within these hours, after the initial training weeks.

Additional Information

Expected start date early May
Multiple full-time unilingual and bilingual positions available

**Bilingualism**: English & French only
Fully remote work environment, pending business needs If located within GTA, employee may be required to attend in-office, pending business needs
Virtual in class training provided, Monday-Friday 9:00 a.m. - 5:00 p.m. EST, for the first few weeks of employment. Peer-mentorship/job shadowing provided
Position Responsibilities

Customer Focus & Service Excellence

Ensure optimum servicing to our existing client base by promptly and accurately responding to customer inquiries on a variety of complex problems
Provide "best-in-class" Customer Service to Home Trust Mortgage and Oaken Financial clients in the inbound Contact Centre (first contact resolution, personal accountability, empathy, maintaining composure)
Timely follow-up with customers on inquiries, escalations, and complaints (resolve 95% within 2 day)
Achieve strong post call survey results (Net Promoter Score (NPS) and overall customer service).
Take appropriate steps to maintain compliance and procedural adherence to achieve department standard for quality monitoring (both Procedures and Compliance) Goal: to achieve Ave score 90% or higher
Achieve meeting expectations for all Quality Monitoring metrics (including soft skills, compliance)

**Maintain the below key metrics within departmental standards**:
Average Handle Time
After call work
Schedule Adherence - Agents to adhere to all scheduled lunch, breaks and any additional off the phone activities accordingly to ensure service levels are achieved
Provide procedural and system feedback to continuously improve our processes

Risk Management and/or Compliance

Ensure Contact Centre policies and procedures (i.e., privacy protection, Anti-Money Laundering (AML) Know Your Customer (KYC) refresh) are followed when servicing clients and performing account maintenance
Timely completion of Corporate Training (AML, Information Security etc.)
Perform financial adjustments and non-financial maintenance when necessary to ensure that customer and business expectations are met
Ensuring all client and sensitive account information is properly managed (locking computers when leaving workstation)
Adhering to applicable compliance obligations, including Privacy, Anti-Money Laundering/Anti-Terrorist Financing and internal Anti-Fraud Policy requirements
Formal Education
Post secondary degree or diploma required (University degree preferred) in Business or equivalent
Related Experience
2+ years customer service and/or inbound Contact Centre experience preferred
Working knowledge of mortgages and/or Non-Registered and Registered deposit products (TFSA/RSP/RIF/GICs)

**Skills**:
Work effectively within established guidelines
Strong attention to detail with strong organization and time-management skills
Able to problem-solve and multi-task in a fast-paced, deadline-driven work environment
Advanced written/verbal business communication, and professional maturity
Intermediate knowledge of MS Office required (Outlook), and strong keyboarding skills
Ability to promptly learn new technologies and systems
Strong interpersonal relationship building and listening skills
Proven ability to work both independently and collaboratively within a team environment
Consistently demonstrates and reinforces organizational values

**Skills**:Position Complexities
Acknowledgement

All employees of Home Capital Group Inc. must comply with all applicable Home Capital Group Inc, Home Trust Company, and specific Line of Business policies, standards, guidelines and controls. Additionally, all employees are obligated to become familiar with Home’s risk management fram

  • Bilingual Customer Service Specialist

    5 days ago

    Toronto, Ontario, Canada PMJ Employment Services Full time

    Job Title: Bilingual Customer Service SpecialistAre you fluent in multiple languages and passionate about delivering excellent customer service? Do you have experience working with diverse communities and handling complex client inquiries?About the RoleWe are seeking a highly skilled Bilingual Customer Service Specialist to join our team at PMJ Employment...

  • Bilingual Inside Sales Specialist

    4 weeks ago

    Toronto, Ontario, Canada Bilingual Source Full time

    Bilingual Inside Sales SpecialistWe are seeking a driven, resilient, and curious professional to join our dynamic team in Midtown Toronto.About the Role:This is a full-time, in-office position where you'll play a vital role in building relationships, driving results, and contributing to a thriving business.Key Responsibilities:Engage in outbound calls to...

  • Bilingual Customer Service Specialist

    21 hours ago

    Toronto, Ontario, Canada Home Trust Full time

    Job Description Job Description Salary: Come joinHome Trust Companyas a Bilingual Customer Service Specialistin our Contact CentreHome Trust Company has developed a track record of success as Canadas leading alternative lender, employing nearly 800 people in our Toronto headquarters and branches across the country. Building on the demonstrated strength of...

  • Inside Sales/customer Service Specialist

    2 weeks ago

    Toronto, Canada Corrosion Service Company Limited Full time

    **Corrosion Service Company Limited (CSCL)** was founded in 1950 by Thomas R.B. Watson as the first Canadian firm to specialize in cathodic protection. Our founding philosophy was based on the principles of providing great customer service and developing a deep understanding of customer needs, these same core principles still guide our company today. **We...

  • Bilingual Customer Service Specialist

    7 days ago

    Toronto, Canada CMLS Financial Full time

    **Bilingual Customer Service Specialist (Call Centre)**: **Toronto, ON or Calgary, AB**: **Salary**:$50,000/yr Are you passionate about customer service? Experienced in the mortgage industry? Looking for a team-oriented, fast-paced environment to grow your career? Look no further - join our CMLS team as a Bilingual Customer Service Specialist (CSS)...

  • Bilingual Customer Service Representative

    4 weeks ago

    Toronto, Canada Food Service Solutions Canada Full time

    Company Description Food Service Solutions Inc. is a company that optimizes Canada’s commercial kitchens through a nationwide network of executive chefs, equipment dealers, and a portfolio of well-respected Food Service Equipment brands. They work directly with operators and chefs to streamline workflows, reduce costs, and maximize the return on equipment...

  • Bilingual Customer Service Representative

    3 weeks ago

    Toronto, Ontario, Canada Food Service Solutions Canada Full time

    Company Description Food Service Solutions Inc. is a company that optimizes Canada's commercial kitchens through a nationwide network of executive chefs, equipment dealers, and a portfolio of well-respected Food Service Equipment brands. They work directly with operators and chefs to streamline workflows, reduce costs, and maximize the return on equipment...

  • Bilingual Customer Service Specialist

    3 days ago

    Toronto, Canada Shopify Full time

    Company Description Shopify is a platform built for independent business owners of all shapes and sizes to start, sell, market and manage their businesses online, in-store, and everywhere between. With a comprehensive set of industry-leading tools, Shopify has helped millions of merchants in more than 175 different countries take control of where they take...

  • Bilingual Customer Service Specialist

    6 days ago

    Toronto, Canada CMLS Financial Full time

    **Bilingual Customer Service Specialist (Call Centre)** **Calgary, AB, or Toronto, ON** Passionate about customer service? Experienced in the mortgage industry? Looking for a team-oriented, fast-paced environment to grow your career? Look no further - join our CMLS team as a Bilingual Customer Service Specialist (CSS) today. **Responsibilities**: -...

  • Bilingual Customer Service Representative

    2 weeks ago

    Toronto, Canada RMA Inc. Full time

    **Bilingual Customer Service Representative RMA was founded in 1996. Its head office is in the financial district of Toronto, Canada with market representation in the United States. RMA is a member company of Truist Insurance, a division of Truist Financial Corporation. RMA is a licensed Life and Health Agency with Property and Casualty Broker licenses...

  • Bilingual Customer Service Specialist

    1 week ago

    Toronto, Canada CMLS Financial Full time

    **Bilingual Customer Service Specialist (Call Centre)** **Toronto, ON** Passionate about customer service? Experienced in the mortgage industry? Looking for a team-oriented, fast-paced environment to grow your career? Look no further - join our CMLS team as a Bilingual Customer Service Specialist (CSS) today. **About the Role**: - Maintains and builds...

  • Bilingual Customer Excellence Specialist

    3 weeks ago

    Toronto, Canada Mintz Global Screening Full time

    Position Summary: Under the direction of the National Director of Sales and working in partnership with the various teams within the company, the Customer Excellence Specialist is responsible for the day to day interactive needs of clients (both external and internal). They will act as a liaison between clients, external applicants and others to ensure the...

  • Bilingual Customer Relationship Specialist

    3 days ago

    Toronto, Canada Stuller Service Center Canada Full time

    Are you fluent in both English and French? Are you passionate about customers having a great experience at every interaction while reaching team and individual goals? If you are looking to join a dynamic, culturally rich, and people-focused team, Stuller Inc. could be the place for you. We are seeking a new _English_ & French_ _**_Bilingual Customer...

  • Bilingual Customer Experience Specialist

    4 days ago

    Toronto, Canada Endy Full time

    Endy is setting the benchmark in customer experience. This is a real opportunity to help us build a customer-centric company and contribute to our growth. As a full-time Bilingual Customer Experience Specialist, you’ll represent the Endy brand on the front lines. While this is no sales role, you uphold an influential approach to provide best-in-class...

  • Bilingual Customer Service Representative

    2 weeks ago

    Toronto, Canada RMA Inc. Full time

    RMA is a licensed Life and Health Agency with Property and Casualty Broker licenses throughout Canada. Its primary focus is to provide flexible and innovative ideas, technical expertise and customized solutions to leading insurance and reinsurance companies both in Canada and USA. Our team consists of actuaries, underwriters, claims and administrative...

  • Customer Service Specialist

    3 days ago

    Toronto, Canada Home Trust Company Full time

    Company Profile Home Trust is Canada’s leading alternative mortgage lender, employing nearly 1,000 people in our Toronto headquarters and branches across the country. Our vision is to be Canada’s market leader in alternative-based financial services solutions. Building on the strength of our core residential mortgage lending business, the Company and...

  • Bilingual Customer Service Specialist

    5 days ago

    Toronto, Canada Clek Inc. Full time

    **Shift**: Monday to Friday - (9:00am-5:00pm) - in Office. **Report to**: Customer Service Manager **Who we are** Founded in 2010, and based in Toronto, Canada, Clek designs, manufactures, and sells world-class child safety seats for little cowboys, divas, bookworms, and rebels. By delivering industry-leading safety without sacrificing comfort,...

  • Bilingual Customer Service Specialist, Call Centre

    4 days ago

    Toronto, Canada Intellifi Corporation Full time

    Position: Bilingual Customer Service Specialist, Call Centre (French/English) Location: Ontario, Alberta, BC, Manitoba, or Nova Scotia (100% remote) Hours: Mon-Fri 8:30am-5:30pm approx **Role and Responsibilities**: - Properly identify all callers prior to releasing any private information - Assess customer ask and identify need - Transfer calls to...

  • Bilingual Customer Support Specialist

    3 weeks ago

    Toronto, Ontario, Canada Randstad Canada Full time

    Are you a customer service professional who's eager to help and enjoys working in a fast-paced environment?Do you work well with others, and enjoy being a part of a team? If you said YES to either of these, then we have the job for youRandstad is looking for a French Bilingual Customer Support Specialist to work with a growing Pharmaceutical Company in the...

  • Bilingual Customer Support Specialist

    2 weeks ago

    Toronto, Canada Randstad Canada Full time

    Are you a customer service professional who's eager to help and enjoys working in a fast-paced environment?Do you work well with others, and enjoy being a part of a team? If you said YES to either of these, then we have the job for you!Randstad is looking for a French Bilingual Customer Support Specialist to work with a growing Pharmaceutical Company in the...