Customer Service Specialist

7 days 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.

Home Capital Group Inc., together with its operating subsidiary Home Trust Company, has developed a track record of success as Canada’s leading alternative lender. Building on the demonstrated strength of its core residential mortgage lending business, the Company also offers complementary lending services, as well as highly competitive deposit investment products, through Oaken Financial.

Position Overview

The Customer Service Specialist will spend his/her time answering inbound calls within a contact centre environment. The specialist will be the first level of response for our customers and will be required to respond to customer inquiries promptly and accurately on a variety of complex problems, within the established Contact Centre procedures. The Customer Service Specialist will demonstrate strong product knowledge to effectively maximize business retention in our Mortgage and Oaken product lines.

The Contact Centre provides service to our customers from Monday to Friday, 8:00 a.m. - 8:00 p.m. EST, and Saturdays 9:00 a.m. - 5:00 p.m. EST. Customer Service Specialists are required to have availability to be scheduled 5 days and 37.5 hours per week, within these hours, after the initial training weeks.

Additional Information

Expected start date early May
Multiple full-time unilingual and bilingual positions available

**Bilingualism**: English & French only
Fully remote work environment, pending business needs If located within GTA, employee may be required to attend in-office, pending business needs
Virtual in class training provided, Monday-Friday 9:00 a.m. - 5:00 p.m. EST, for the first few weeks of employment. Peer-mentorship/job shadowing provided
Position Responsibilities

Customer Focus & Service Excellence

Ensure optimum servicing to our existing client base by promptly and accurately responding to customer inquiries on a variety of complex problems
Provide "best-in-class" Customer Service to Home Trust Mortgage and Oaken Financial clients in the inbound Contact Centre (first contact resolution, personal accountability, empathy, maintaining composure)
Timely follow-up with customers on inquiries, escalations, and complaints (resolve 95% within 2 day)
Achieve strong post call survey results (Net Promoter Score (NPS) and overall customer service).
Take appropriate steps to maintain compliance and procedural adherence to achieve department standard for quality monitoring (both Procedures and Compliance) Goal: to achieve Ave score 90% or higher
Achieve meeting expectations for all Quality Monitoring metrics (including soft skills, compliance)

**Maintain the below key metrics within departmental standards**:
Average Handle Time
After call work
Schedule Adherence - Agents to adhere to all scheduled lunch, breaks and any additional off the phone activities accordingly to ensure service levels are achieved
Provide procedural and system feedback to continuously improve our processes

Risk Management and/or Compliance

Ensure Contact Centre policies and procedures (i.e., privacy protection, Anti-Money Laundering (AML) Know Your Customer (KYC) refresh) are followed when servicing clients and performing account maintenance
Timely completion of Corporate Training (AML, Information Security etc.)
Perform financial adjustments and non-financial maintenance when necessary to ensure that customer and business expectations are met
Ensuring all client and sensitive account information is properly managed (locking computers when leaving workstation)
Adhering to applicable compliance obligations, including Privacy, Anti-Money Laundering/Anti-Terrorist Financing and internal Anti-Fraud Policy requirements
Formal Education
Post secondary degree or diploma preferred in Business, Economics, Finance or equivalent
Related Experience
2+ years customer service and/or inbound Contact Centre experience preferred
Working knowledge of mortgages and/or Non-Registered and Registered deposit products (TFSA/RSP/RIF/GICs)

**Skills**:
Work effectively within established guidelines
Strong attention to detail with strong organization and time-management skills
Able to problem-solve and multi-task in a fast-paced, deadline-driven work enviro

  • Inside Sales/customer Service Specialist

    2 weeks ago

    Toronto, Canada Corrosion Service Company Limited Full time

    **Corrosion Service Company Limited (CSCL)** was founded in 1950 by Thomas R.B. Watson as the first Canadian firm to specialize in cathodic protection. Our founding philosophy was based on the principles of providing great customer service and developing a deep understanding of customer needs, these same core principles still guide our company today. **We...

  • Inbound Customer Service Representative

    2 weeks ago

    Toronto, Canada Zedd Customer Solutions Full time

    **COMPANY: ZEDD Customer Solutions** In June 2010, Zedd Customer Solutions, a proudly Canadian owned and operated outsource call center service provider was co-founded by four of Canada’s most recognized call center industry professionals. Zedd believes delivering an excellent customer experience is about execution and uncompromised attention to detail...

  • Customer Service Representative

    1 day ago

    Toronto, Ontario, Canada Terminix Service, Inc. Full time

    About UsCompany OverviewTerminix Service, Inc. is a locally owned, independent business with its home office in Columbia, SC. We provide exceptional Commercial, Wildlife and Residential Pest Control Services from 56 branches across South Carolina, western North Carolina, and the CSRA region of Georgia.Work with UsWe are recognized for being among the top 10...

  • Vehicle Service Specialist

    19 hours ago

    Toronto, Ontario, Canada VIP Tires & Service Full time

    Welcome to VIP Tires & ServiceWe are a dynamic organization dedicated to delivering exceptional service to our customers. As a Vehicle Service Specialist, you will play a critical role in ensuring that our customers receive the highest level of care for their vehicles.Job Summary:The Vehicle Service Specialist is responsible for providing expert-level...

  • Customer Service Specialist

    3 weeks ago

    Toronto, Ontario, Canada GP StaffingPro Full time

    Job descriptionJob descriptionCustomer Service SpecialistJob Title: Online Customer Service SpecialistPosition: Part-time / Full-time-Salary: $120–$280 daily-Shifts Available:-Part-time: 3-4 hours-Full-time: 8 hours-Overtime AvailableRequirements:-Ability to communicate effectively in English-No experience training will be providedBenefits:-Flexible...

  • Customer Service Specialist

    2 weeks ago

    Toronto, Ontario, Canada GP StaffingPro Full time

    Job description Job description Customer Service Specialist Job Title: Online Customer Service Specialist Position: Part-time / Full-time -Salary: $120–$280 daily -Shifts Available: -Part-time: 3-4 hours -Full-time: 8 hours -Overtime Available Requirements: -Ability to communicate effectively in English -No experience training will be provided ...

  • Customer Service Specialist

    2 weeks ago

    Toronto, Canada The Sign & Graphics Manufaktur Full time

    **Customer Service Specialist** - The Sign & Graphics Manufaktur is a growing sign company. Our culture is one that values relationships, fosters professional and personal growth and focuses on delivering excellence to our customers._ - We are looking for an enthusiastic Customer Service Specialist _to join our growing team!_ - The Sign & Graphics Manufaktur...

  • Customer Experience Representative

    1 day ago

    Toronto, Ontario, Canada Terminix Service, Inc. Full time

    About Terminix Service, Inc.Terminix Service, Inc. is a locally owned, independent business with its home office in Columbia, SC. We have been under the ownership of the Knox family since 1947 and provide exceptional Commercial, Wildlife and Residential Pest Control Services from 56 branches across South Carolina, western North Carolina, and the CSRA region...

  • Customer Service Specialist

    3 weeks ago

    Toronto, ON, Canada GP StaffingPro Full time

    Job description Job description Customer Service Specialist Job Title: Online Customer Service Specialist Position: Part-time / Full-time -Salary: $120–$280 daily -Shifts Available: -Part-time: 3-4 hours -Full-time: 8 hours -Overtime Available Requirements: -Ability to communicate effectively in English -No experience training will be provided ...

  • Bilingual Customer Relationship Specialist

    7 days ago

    Toronto, Canada Stuller Service Center Canada Full time

    Are you fluent in both English and French? Are you passionate about customers having a great experience at every interaction while reaching team and individual goals? If you are looking to join a dynamic, culturally rich, and people-focused team, Stuller Inc. could be the place for you. We are seeking a new _English_ & French_ _**_Bilingual Customer...

  • Bilingual Customer Service Specialist

    7 days ago

    Toronto, Canada Home Trust Company Full time

    Company Profile Home Capital Group Inc., together with its operating subsidiary Home Trust Company, has developed a track record of success as Canada’s leading alternative lender. Building on the demonstrated strength of its core residential mortgage lending business, the Company also offers complementary lending services, as well as highly competitive...

  • Virtual Customer Service Specialist

    4 weeks ago

    Toronto, Ontario, Canada AO Globe Life - Asabe Salihu Full time

    Join AO Globe Life – Remote Customer Service SpecialistPosition: Remote Customer Service SpecialistLocation: Remote opportunityType: Full-timeAbout the JobAre you passionate about delivering exceptional customer service and looking for a remote position with the flexibility to work from home? AO Globe Life is seeking dedicated individuals ready to embark...

  • Bilingual Customer Service Specialist

    4 days ago

    Toronto, Ontario, Canada Home Trust Full time

    Job Description Job Description Salary: Come joinHome Trust Companyas a Bilingual Customer Service Specialistin our Contact CentreHome Trust Company has developed a track record of success as Canadas leading alternative lender, employing nearly 800 people in our Toronto headquarters and branches across the country. Building on the demonstrated strength of...

  • Customer Service Specialist

    2 weeks ago

    Toronto, Canada Canada Life Assurance Company Full time

    Customer Service Specialist **Description: - Permanent Full Time- Group Retirement Services (GRS) Administration provides administration services for a variety of group products, including RRSP, RPP, DPSP, TFSA, Investment Only and various non-registered plan types. In this role you’ll contribute to the effective record-keeping and reporting for GRS...

  • Customer Service Specialist, Residential Services

    7 days ago

    Toronto, Canada CMLS Financial Full time

    **Customer Service Specialist, Residential Services, Call Centre (12-month contract)**: **Toronto, ON or Calgary, AB**: **Salary**:$45,000 - $55,000/yr **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 Customer Service...

  • Customer Service Specialist

    4 days ago

    Toronto, Ontario, Canada TechAlliance of Southwestern Ontario, London Economic Development Corporation Full time

    As a Customer Service Specialist with our company, you will play a crucial role in delivering exceptional customer experiences. We are seeking a talented individual to join our team as an Insurance Call Centre Representative.About the Role:We contact applicants over the phone who are applying for Creditor Insurance for the purpose of collecting medical...

  • Technical Customer Service Specialist

    5 days ago

    Toronto, Ontario, Canada Equifax, Inc. Full time

    Job OverviewEquifax, Inc. is seeking a skilled Technical Customer Service Specialist to join our Advanced Delivery Systems team. This role involves providing expert first-level network and application support to ensure the seamless delivery of consumer and commercial products and services.This position requires daily interaction with customers via phone and...

  • Remote Customer Service Specialist

    7 days ago

    Toronto, Ontario, Canada AO Globe Life - Nzube Justin Ejifugha Full time

    Position: Customer Service SpecialistLocation: Remote opportunities available within Ontario, Manitoba, Saskatchewan, British Columbia, and Alberta.Type: Full-time.Overview:AO Globe Life seeks qualified professionals to fulfill the role of Customer Service Specialists. This position entails providing comprehensive customer support while contributing to the...

  • Customer Service and Support Specialist

    7 days ago

    Toronto, Ontario, Canada Equitable Group Full time

    Company OverviewAt Equitable Group, we are redefining the banking experience for Canadians. With over 50 years of history, our organization is committed to innovation and providing exceptional service to our customers.We are a big family serving more than 670,000 people across Canada through Equitable Bank and its subsidiary, Concentra Bank. Together, we...

  • Customer Service Specialist

    3 weeks ago

    Toronto, Canada EF Go Ahead Tours Full time

    **Customer Service Specialist** Internally titled: Traveler Support Specialist (TSS) EF Go Ahead Tours **For consideration, applicants must live/ relocate to Toronto, Canada prior to their start date At EF Go Ahead Tours we believe you’re never too old to be a student of the world. For over 25 years we have guided individuals across the globe through...