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Bilingual Customer Service Specialist, Call Centre

4 months ago

Vancouver, Canada Intellifi Corporation Full time

**Role and Responsibilities**:

- Properly identify all callers prior to releasing any private information
- Assess customer ask and identify need
- Transfer calls to specialized departments, people if necessary
- Make outbound calls as required, promote services when needed
- Assist customers using the customer portal including password resets
- Maintain thorough knowledge of all mortgage products and services
- Manage requested changes in servicing system
- Manage customer complaints
- Maintain positive relationships with customers and brokers and other business partners
- Adhere to schedules to support proper coverage of phones
- Document calls through an IVR system as well as detailed notes in customer file

**Skills and Qualifications**:

- Bilingual (English and French) both verbal and written
- Post-secondary degree or diploma in business an asset
- 2+ years experience in a call centre environment or financial services company
- Experience with IVR systems an asset
- Excellent customer service skills
- Excellent problem-solving skills
- Excellent oral and written communication skills
- Strong organizational and time management skills
- Strong interpersonal relationship building and listening skills
- Demonstrate professionalism, judgment and integrity in daily operations
- Has proactive approach with the ability to take initiative and work independently
- Ability to work on multiple systems at one time
- Have high attention to detail

**Benefits and Perks**

**Some of the benefits we offer at Intellifi include**:

- Health and Wellness Spending Accounts
- Health, Drug, Vision, and Dental benefits
- Paid vacation, sick days, and personal days (in addition to all civil and statutory holidays)
- RRSP Matching Program
- Maternity / Parental Leave Top Up Program
- Discounted gym memberships
- Travel assistance and EAP
- Business Casual dress code
- Company social events + sport teams
- Hybrid work arrangements
- Education reimbursement
- Training and mentoring programs
- And more

**About Us**

Welcome to Intellifi, where our mission is “Lending Solutions Simplified”. This is more than tagline for us - it’s our commitment to every customer, business partner and team member.

While we have decades worth of experience and expertise in Commercial Services and Technology, Residential Services, and Residential Technology, we aren’t standing still. From the adventurous start-ups to the established institutions with billions in assets, and to those we have yet to serve, we owe it to our dozens of clients to always be moving forward.

At Intellifi we believe that a culture of innovation, creativity and partnership is what enable us to provide executable end-to-end solutions to the various lenders in the residential and commercial industry in Canada. Where hi-tech meets hi-touch, we are a team of experts providing a selection of technology products and lending operations services that helps create efficiency in loan management for both our clients and their customers.

**Equal Opportunity Employer**

**We want to hear from you