Bilingual Customer Service Specialist

2 weeks 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 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 required (University degree preferred) in Business 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 environment
Advanced written/verbal business communication, and professional maturity
Intermediate knowledge of MS Office required (Outlook), and strong keyboarding skills
Ability to promptly learn new technologies and systems
Strong interpersonal relationship building and listening skills
Proven ability to work both independently and collaboratively within a team environment
Consistently demonstrates and reinforces organizational values

**Skills**:Position Complexities
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 fram

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