Customer Service Representative

**Customer Service Representative - Remote**

**MCAP at a Glance**

Joining MCAP means you will be a part of our diverse workforce of highly talented individuals who are recognized for their expertise and success At MCAP, your professional expertise, commitment to teamwork and passion for service excellence are recognized and rewarded with competitive total rewards offering, a career with continuous learning and development (formal & informal training), and exciting opportunities in a dynamic, entrepreneurial environment.

**The Role**

At MCAP our business is Mortgages. MCAP has been an expert partner for Canadians in their homeownership journey for over two decades. At the heart of our brand are our customers. Simply put, we believe in bringing the best people and the best technology together to provide outstanding service.

**OVERVIEW**

We seek well-rounded individual(s) who are resourceful and innovative. As a Client Service Representative, you are the first point of contact for our customers. You must have excellent telephone etiquette and outstanding communications and problem-solving skills. You will be empowered to handle client inquiries about their mortgage as well as our products and services. Your goal is to focus on customer satisfaction with curiosity, empathy and tact to create meaningful experiences through education, empowerment and trust. Your success will help MCAP build and maintain quality customer relationships, while simultaneously developing your professional expertise in the mortgage industry.

**RESPONSIBILITIES**:

- **Analyzing** customers accounts to ensure complete understanding of their needs.
- **Recommending **client specific solutions and products to resolve customer needs.
- **Handling difficult conversation **with a combination of empathy and tact working towards the goal of finding an agreeable solution, while adhering to company policy.
- **Continuous Learning **by regularly keeping up-to-date with new products, processes, policy.

**What You Bring To The Team**
- Skills: You must be an excellent communicator, someone who can listen first and then convey potentially complex situations or processes to a variety of different audience types with ease. You shouldn’t be shy when it comes to numbers, calculations, and following details processes.
- Characteristics: You should enjoy collaborating and problem solving with peers and customers. As this is customer service role, excellent telephone etiquette is a must, with the ability to foster meaningful relationships when you’re not face to face with someone. You thrive in a fast-paced environment where on the job learning happens daily

If this sounds like you and you are looking to be a part of one of Canada’s largest independent mortgage finance companies in Canada, then we want to hear from you

**Be A Part Of Something Great**

MCAP is Canada’s largest independent Mortgage Finance company with over $150 billion in assets under management providing mortgage solutions for residential and commercial properties. For over 35 years, MCAP originates, trades, securitizes and services mortgages in offices across Canada. MCAP originates residential mortgages exclusively through the mortgage broker channel as we believe that a professional mortgage broker is a consumer's best option and MCAP actively promotes the services of mortgage brokers across the country. MCAP is also a leader in the Canadian residential construction lending market with over 25 years in the business. Our teams of dedicated professionals serve a variety of developer, construction and lender clients across Canada.

**Position #**: req1638

**Employment Status**:Permanent Full Time

**Location**:Waterloo; Ontario

**Number Of Openings**:6

**Department**:Residential

**Internal Job Title**:Mortgage Servicing Representative

The above information in this description has been designed to indicate the general nature and level of work performed by employees in the position. It is not designated to contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

MCAP provides equal opportunities for all applicants and is committed to fostering an inclusive, accessible environment, where all employees feel valued, respected and supported throughout the recruitment and employment process. If you require accommodation, we will work with you to meet your needs.