Loan Servicing Specialist

1 month ago

Mississauga, Ontario, Canada goeasy Ltd. Full time
About the Opportunity

This is a challenging role that requires accuracy while maintaining Service Level Agreement (SLA) targets in a fast-paced environment. Rotational support is required as we cover all hours across Canada.

Responsibilities
  • Manage Salesforce tickets, collections support, and other various duties as required
  • Handle ticket escalations during operating hours (weekdays and weekends)
  • Liaise with the Retail Network to identify potential opportunities for training and process improvement
  • Provide customer service, coaching, and support to the retail network
  • Process adjustments to customers' loan accounts as required – frequency changes, due date changes, interest waivers, NSF fee waivers, loan voids, etc. within established SLAs
  • Provide backup coverage to other peers within the Central Operations Department
  • Ensure that systems are used to their full capacity and constantly seek improvements, modifications, and changes to further improve the efficiencies of the organization
  • Ensure all processes and/or tasks are fully documented and/or maintained. Meet and/or exceed SLAs as defined
  • Provide administrative and customer service support as required for the Indirect Channel
Key Result Areas
  • Meet and/or exceed SLAs as defined
  • Ensure all processes and/or tasks are fully documented and/or maintained
  • Ensure that systems are used to their full capacity and constantly seek improvements, modifications, and changes to further improve the efficiencies of the organization
Qualifications
  • 1-3 years' experience within the Financial Services Industry in a related role
  • Intermediate experience working with Microsoft products, specifically: Word, Excel & Outlook, Basic Accounting knowledge (asset not mandatory)
  • Analytical and problem-solving skills
  • Ability to think outside the box
  • Excellent attention to detail and accuracy, as well as the ability to meet critical deadlines in a timely and effective manner
  • Experience working in a fast-paced environment. Able to work as part of a team and independently with minimum supervision
  • Ability to multitask. Adapts well to change. Exceptional communication skills (both written and verbal English)
  • Able to work under pressure and meet tight deadlines
  • Ability to make decisions independently
  • Capable of managing multiple tasks at once and prioritizing work
  • Ability to create a sense of urgency in work and react quickly and appropriately to problems at the store level
Working Conditions
  • Operating hours are 8:00 am to 11:00 pm, Monday to Friday, 8:00 am to 8:00 pm Saturdays and Sundays 12:00 pm to 8:00 pm. These hours are subject to change based on our business requirements
  • Fast-paced, multiple priority environment
  • Considerable computer and telephone usage
Inclusion and Equal Opportunity Employment

goeasy is an equal opportunity employer. In addition, goeasy is committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Canada. Please let us know if you require an accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

Additional Information

All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire.

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