Client Services Specialist

6 months ago

Toronto, Canada Real Estate Council of Ontario Full time

Temporary Position

Client Services Specialist

The Real Estate Council of Ontario (RECO) is seeking Client Services Specialists-Level 1. We have multiple one year contract positions available to start immediately.

About RECO

RECO is a not-for-profit corporation responsible for administering the _Trust in Real Estate Services Act, 2002_ (TRESA) and associated regulations on behalf of the province of Ontario to protect the public interest through a safe and informed marketplace. A modern regulator with over 170 employees, RECO is a collegial and dynamic environment where quality work-life balance is valued along with strategic agility, curiosity and empathy in our action. RECO regulates approximately 100,000 registrants in the real estate sector.

Hybrid work environment

RECO has adopted a ‘hybrid’ environment, which will typically include a minimum attendance in the office of one day per week, with some teams requiring more frequent in-office attendance.

RECO’s commitment to diversity and inclusion: They aren’t just words to us

RECO is committed to promoting an equitable, diverse, and inclusive environment that includes awareness, education, and engagement-building opportunities for all employees.

The role

Position responsibilities

**Call Centre**
- Provide quality in-person, telephone, and electronic customer services by providing timely, accurate and comprehensive information and advisory services to stakeholders regarding legislation _Trust in Real Estate Services Act, 2002_ (TRESA) and policies pertaining to licensing, registering and compliance with TRESA. Answer incoming calls in a prompt, efficient and professional manner, using appropriate greeting and strong listening skills to determine the nature of the inquiry and how to handle the inquiry most effectively. This may include:

- Requests for information on the status of registration, requiring the need to retrieve information from the RECO database, provide appropriate information/guidance, through to conclusion. Provide accurate information, direction and guidance to callers or electronic inquiries.
- Respond to general and specific inquiries relating to the trade of real estate in Ontario, TRESA and related regulations. Provide clear and accurate information, direction, guidance and clarification concerning all aspects of registration to prospective and existing registrants and other stakeholders, including interpretation of guidelines, directives, procedures, and compliance matters.
- Provide guidance and support to customers in completing documents and forms, and in the use of ”My Web” kiosks.
- Provide guidance and support to customers experiencing problems accessing or obtaining specialized information and refer to the appropriate program area or knowledge source for resolution.

**Customer Service**
- Process business and individual customer transactions, determining that eligibility requirements are met and obtaining required documents, including but not limited to:

- Conduct necessary bankruptcy and execution searches.
- Review criminal record checks, conditions of registration.
- Perform rigorous follow-up procedures to obtain required materials.
- Explaining compliance and eligibility requirements.
- Responding to compliance inquiries.
- Identify and assess specific needs of requestors, research the legislation to provide information and assistance to ensure compliance requirements.
- Identify problems in policies and practices and initiate corrective action.
- Address and respond to urgent issues in a timely manner.
- Collect and process payments, issuing refunds, and reconcile payments with transactions.
- Maintain files and electronic database records.
- Meet or exceed customer service standards.
- Produce a variety of reports and correspondence.
- Escalate difficult requests to CS Coordinator.

**Administration**
- Managing customer database
- Sort and assign various documents and correspondence electronically
- Follow-up on returned mail outs of 60-day notices, certificates, and letters.

**Reception Support**:

- Provide back-up to Reception support during scheduled and unscheduled absences. Key functions include:

- Greet visitors and deliveries to the RECO office
- Receive all incoming mail, sort, date stamp and distribute.
- Receive all incoming faxes, sort, and distribute.
- Process outgoing mail using folding and postage machines and deliver to postal box.
- Enter mail items specifically addressed to an individual RECO staff person in the daily mail log.
- Make copies of all CPICs received mail log and scan in daily batches.

Qualifications and experience
- Three (3) to five (5) years in a customer service role, with a preference for prior call center experience.
- Bilingual (French/English) an asset.
- Excellent knowledge of customer service principles and practices.
- Knowledge of administrative and clerical procedures.
- Professional personal presentation.
- Excellent oral and written communication s

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