Customer Care Specialist

3 weeks 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 its affiliates also offer complementary lending services and competitive deposit investment products through Oaken Financial, PsiGate, and CFF Bank. Our culture has been shaped by the passion and integrity of our people, and we are guided by our mission and belief that every Canadian deserves a home and the opportunity to prosper. Home Trust is a wholly-owned subsidiary of Home Capital Group, which trades on the TSX under the symbol HCG.

The Operations Team manages the administration of business practices to create the highest level of efficiency possible within the organization. The group is concerned with delivering the products and services as efficiently as possible to maximize profit. The Operations team oversees people, equipment, technology, information and all other required resources in the delivery products and services. It is also responsible for driving operational excellence and supporting key business objectives while fostering a culture of respect, trust and integrity.

Position Responsibilities

Administration (70%)

Manage daily workloads and prioritize based on applicable deadlines
Complete Mortgage payment date/frequency changes, increase in anniversary payments or prepare Equity Line Visa pay out statements
Maintain applicable Customer Care trackers (i.e., welcome call calling lists etc)
Complete Visa and Mortgage financial adjustments (i.e. waiving fees etc)

Customer Focus & Service Excellence (15%)

Support inbound calls for the Call Centre during peak call volumes
Respond to customer inquiries on complex/multiple servicing issues in a timely manner

Risk Management and/or Compliance (15%)

Ensure CC policies and procedures (i.e. privacy protection, AML) are followed when servicing clients and performing account maintenance
Perform financial adjustments and non-financial maintenance when necessary to ensure that customer and business expectations are met

Formal Education
Post secondary degree or diploma required (University degree preferred) in Business or equivalent
Certification(s)/Designation(s) preferred in related area
Related Experience
Min 1 year inbound call centre experience
Working knowledge of mortgages and credit cards preferred

**Skills**:Problem solving - exceptional
Accountable/ accepting responsibility
Customer service focused
Questioning/ curious/ information gathering
Collaborating
Multi-tasking in fast paced, deadline driven environment
Team player
Time management, highly organized
Reliable/dependable
Communication (verbal) - excellent
Diplomacy
MS Office - proficient
Position Complexities
Bilingualism an asset
Able to work flexible hours as required to service markets
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 framework and understand the operational risk management requirements within their specific business. Employees are also expected to understand and comply with the Company’s Code of Business Conduct & Ethics Policy at all times and escalate any issues or concerns through various reporting channels (i.e. Ombudsman, Compliance Hotline, Whistleblower Policy, etc).

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