Bilingual Customer Service Specialist

1 week 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**:

- Maintains and builds positive customer experiences by providing exceptional customer service
- Adheres to verification processes to ensure protection of private information
- Maintains a thorough knowledge of mortgage products and services
- Quickly and accurately completes transactions within Service Level Agreements (SLAs)
- Ensures documentation and guidelines of policy/procedure are followed, and captures detailed notes in customer files
- Manages and resolves customer concerns or issues
- Promotes and supports customers with our self-serve Customer Portal (i.e., registration, navigation, password management)
- Ensures adherence to schedules to support team coverage
- Collaborates with, and connects customers to specialized departments, as necessary

**Education / Experience / Skills**:

- Post-secondary degree or diploma in business an asset
- 1 - 2 years in residential mortgage administration or financial services
- 1 - 2 years in customer service
- Bi-lingual (English and French) (both verbal and written) required
- Call Centre experience an asset

**Strengths**:

- Exceptional customer service skills
- Strong interpersonal relationship building and listening skills; ability to defuse conflict when needed
- Strong analytical and problem-solving skills
- Excellent oral and written communication skills
- Strong organizational and time management skills
- Demonstrates professionalism, judgment, and integrity in daily operations
- Has proactive approach with the ability to take initiative and work independently
- Strong computer and digital literacy skills, ability to work on multiple systems at one time
- High attention to detail

**Who are we?**

We are Canada’s Mortgage Company. Established in 1974, CMLS Financial is one of Canada’s largest, independently owned mortgage services companies. We have over 45 years of experience, 20,000 clients, $25 billion in assets under administration, and offices coast to coast. Some of Canada's most prominent banks, investment managers, insurance companies, and pension funds rely on CMLS Financial for a variety of critically important mortgage services. What sets us apart is our customer forward approach. Building on our solid foundation of financial strength and experience, we continue to deliver unparalleled capital and residential solutions for all our clients needs.

**You will love working here**

Employees tell us that they love that we strike the balance in creating an incredibly professional, yet dynamic and enjoyable corporate culture. We work in a fluid and fast-paced environment that is supportive of energetic and motivated individuals who pride themselves on being flexible and results-driven. Business is booming and that means that our employees get valuable exposure, lots of learning opportunities, and can truly have an impact on our business. We are committed to providing our people with a challenging and rewarding career because our employees are what set us apart and we know it.

**Equal Opportunity Employer**

**We want to hear from you**

**_______________________________________________________________**

**Poste : Spécialiste bilingue au Centre d’appel**

**Calgary, AB, or Toronto, ON**

Le spécialiste du centre d’appel représente pour nos clients notre premier contact. Il est responsable à la fois de recevoir des appels entrants ainsi que de faire des appels sortants; de répondre au courrier électronique et d’autres types de communications directement avec nos emprunteurs. Le spécialiste des centres d’appels doit avoir une bonne compréhension et connaissance de tous les aspects reliés aux hypothèques afin d’être en mesure de répondre rapidement, efficacement et avec précision aux questions des emprunteurs et de répondre à leurs besoins. Le titulaire doit également être en mesure de désamorcer les conflits en cas de besoin. Le spécialiste du centre d’appel travaille directement avec l’emprunteur et l’équipe de direction ainsi qu’avec d’autres partenaires commerciaux.

**Responsabilités**:

- Identifier correctement tous les appelants avant de divulguer des renseignements personnels
- Évaluer la demande des clients et identifier les besoins
- Transférer les appels aux services spécialisés, si nécessaire
- Faire des appels sortants au besoin, promouvoir les services au besoin
- Aider les clients à utiliser le portail client, y compris les réinitialisations de mots de passe
- Maintenir une connaissance approfondie de tous les produits et services hypothécaires
- Gérer les demandes de changement générés par le système
- Gérer les plaintes des c

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