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

Customer Focus & Service Excellence (70%)

Support inbound agents by providing coaching and support through help desk calls ensuring First Contact Resolution for clients
Resolve client complaints through first level escalations to ensure a high level of client satisfaction
Support walk in clients with face to face servicing requests
Support inbound calls during peak periods

Administration (15%)

Perform any necessary account maintenance related to client servicing requests
Support administrator queues during peak volumes

Risk Management and/or Compliance (15%)

Ensure CC policies and procedures (i.e. privacy, AML) are followed when servicing clients and performing account maintenance
Perform financial adjustments
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
Minimum two to three years customer service experience, with at least one year inbound call centre experience handling calls related to mortgages, credit cards and other Home Trust products and services
Working knowledge of mortgages, credit cards and deposit products

**Skills**:
Exceptional customer relationship/customer care skills
Effective problem solving and research skills
Excellent communication skills - verbal and written and listening skills
Strong organizational and time management skills
Demonstrated ability to gather information, review and analyze the information, and determine effective outcomes
Intermediate level proficiency in MS Office
Collaborative, team-player
Demonstrates diplomacy and tact
Demonstrated ability to effectively handle fluctuating volumes and timelines

**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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