Customer Support Representative, Bilingual

6 days ago

Mississauga, Ontario, Canada Finastra Full time
Responsibilities

We are looking to add passionate, customer-driven, professional, and enthusiastic bilingual members to our dynamic team. The primary role of our bilingual agent position is to handle inbound calls from existing and potential customers in English and Quebecois French, while exceeding expectations with a superior service experience. The role is required to educate and assist borrowers with loans in good standing, as well as motivate and counsel borrowers with delinquent loans on behalf of AFE Government of Quebec. Our bilingual agents will be accountable for service levels and quality of calls within a team-driven and fast-paced work environment.

Additionally:

1. Identify borrower needs and analyze their financial capacity. Provide customized solutions and information on debt management options.
2. Achieve individual productivity targets as assigned, contributing to inbound service target adherence as well as overall client-driven repayment success measures (KPI's include: Call Quality, Average Handle Time, and Schedule Adherence).
3. Positively represent Finastra in all interactions with borrowers through professionalism and creating an exceptional customer experience.
4. Use discretion and maintain confidentiality in handling sensitive information. Understand the importance of escalating issues for resolution following established escalation processes.

Hours of Operation: 8:00 a.m. to 5:00 p.m. Monday through Friday. Minimum expectation of 30 hours per week, the average weekly schedule is 37.5 hours per week; however, must be available to work up to 40 hours and the ability to work overtime as needed.

Experience:

1. Entry-level bilingual candidates and new grads are encouraged to apply.
2. 1-2 years progressive experience in a Call Centre, Customer Service, or Telemarketing environment is an asset.
3. CISCO phone system experience is an asset.
4. Ability to complete background checks including: Credit, Criminal, and Reliability Clearance.
5. Completion of High School diploma.

Skills and Knowledge:

1. Demonstrated oral and written communication skills in both English and Quebecois French are a must.
2. Computer proficiency and keyboarding skills with the ability to type quickly and accurately and navigate with ease.
3. Excellent problem-solving skills and ability to think quickly and logically.
4. Exceptional attention to detail and the ability to work with minimal supervision.
5. Ability to deal with emotional and irate borrowers, while maintaining a professional demeanor and handle complex calls when they arise.
6. Strong aptitude for learning new systems and technologies with the ability to integrate.

Finastra is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). We will accommodate applicants' needs upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. Information received related to accommodation will be addressed confidentially.

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