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Bilingual Customer Service Representative

2 months ago

Markham, Ontario, Canada The Nationwide Group Full time
Job Summary

The Nationwide Group is seeking a highly skilled and detail-oriented Bilingual Customer Service Agent to join our team. As a key member of our Resolutions Team, you will be responsible for ensuring the accurate and timely completion of appraisal requests by providing exceptional customer service to lenders, brokers, and appraisers.

Key Responsibilities
  • Request Processing: Thoroughly review and process appraisal requests in various statuses via our appraisal management platform, ensuring compliance with business requirements and Service-Level Agreements.
  • Customer Communication: Effectively communicate with lenders and appraisers by providing status updates and client support, ensuring proper holds times are placed in accordance with business requirements.
  • Request Review: Responsible for ensuring each request handled adheres to all department policies and procedures, thoroughly reviewing each request to understand special directions, client, and appraiser comments.
  • Team Collaboration: Communicate with management and cross-functional teams to ensure the timely completion of all requests within company-stated Service-Level Agreement.
  • Issue Resolution: Immediately respond to delayed files, identify and escalate priority issues to the appropriate departments, Team Lead, or Manager as per department guidelines.
  • Performance Metrics: Meet all applicable departmental and employee-level metric requirements, including length of resolution time, hourly file output, quality requirements, and call volumes.
  • Organizational Knowledge: Maintain knowledge of and adhere to all organizational policies, including data, security, and health & safety policies.
Requirements
  • Education and Experience: Strongly preferred: Bachelor's degree (ABA) or equivalent from a two-year college or technical school; or one year related experience and/or training; or equivalent combination of education and experience.
  • Industry Experience: 1 year of experience in one of the following industries: business-to-business services, mortgage processing sector, call center/customer service environment, or professional data entry services.
  • Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Excellent communication skills - verbal and written fluency. French and/or Spanish is an asset.
  • Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
  • Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
  • Computer Skills: To perform this job successfully, an individual should have knowledge of Internet Software, Spreadsheet Software (Excel), Electronic Mail Software (Outlook), Word Processing Software (Word), Presentation Software (PowerPoint), and Call Management System.