Customer Service Representative

3 months ago

Toronto, Canada Vault Credit Corporation Full time

**Who we **are**

Equilease is an award-winning brokerage committed to offering best-in-class leasing solutions to new and well-established businesses across Canada. We have been providing financing for all types of new and used equipment since 1991. Equilease has worked hard to earn its reputation for providing a customer satisfaction experience that is second to none. We specialize in making the leasing process simple and efficient, often approving requests in as little as 15 minutes.

Are you a detailed orientated person who can operate in a fast-paced environment and has the interpersonal skills to work with third-party brokers?

**Duties and Responsibilities**
- First point of call for Equilease Corporation in call tree to satisfy customer service queries with efficiency, accuracy and professionalism within 24 hour turnaround time. To notify management if 24 hour turnaround is not being met due to higher than normal volume.
- Problem solving and tactfully handling confrontational or stressful interactions, efficiently deescalating complaints always treating customers with integrity.
- Be compliant of all legislative requirements when dealing with the customer and Privacy Laws( PIPEDA)
- Knowledge of lease contract terms and other lease documentation required to effectively answer customer queries and enforce the contract
- Follow up with funders, sales representatives, vendors, lessees as required to ensure positive relationships are maintained
- To escalate to management any queries beyond scope of individual empowerment
- Correspond with lawyers and government agencies and other third parties as required
- Make detailed notes on each customer file. Efficiently utilize follow up system to ensure effective time management and continuity in the event of absence
- Ensure all supporting documents are uploaded by the opportunity number into the scanning drive
- Facilitate assumption and amending documents as required according to company guidelines to ensure the contract remains enforceable.
- Work independently within a team to ensure service levels are being met
- Attend lunch and learns and any professional development courses.
- Analyze a payment history schedule.
- Recognizing sales opportunities or potential collections risks and promptly action or forward to appropriate department ensuring interests of company are protected at all times
- Prepare Respect and follow processes and procedures of various originators
- Other responsibilities as assigned by Management
- Problem-solving and tactfully handling challenging interactions with Brokers. By efficiently deescalating complaints from brokers and internal sales representatives with professionalism and integrity always.

**Skills Knowledge & Experience**
- Ability to prioritize, multi-task, organize, and execute in a fast-paced environment
- Detail orientated, with excellent organizational and follow up skills
- Strong written and oral communicator
- Personable and professional
- Successfully adapts to changing situations
- Works independently within the team
- Proficient in Microsoft Office
- University degree or equivalent

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