Customer Service Specialist

Company Profile Home Trust is Canada’s leading alternative mortgage lender, employing nearly 1,000 people in our Toronto headquarters and branches across the country. Our vision is to be Canada’s market leader in alternative-based financial services solutions. Building on the strength of our core residential mortgage lending business, the Company and its affiliates also offer complementary lending services and competitive deposit investment products through Oaken Financial, PsiGate, and CFF Bank. Our culture has been shaped by the passion and integrity of our people, and we are guided by our mission and belief that every Canadian deserves a home and the opportunity to prosper. Home Trust is a wholly-owned subsidiary of Home Capital Group, which trades on the TSX under the symbol HCG. Home Capital Group Inc., together with its operating subsidiary Home Trust Company, has developed a track record of success as Canada’s leading alternative lender. Building on the demonstrated strength of its core residential mortgage lending business, the Company also offers complementary lending services, as well as highly competitive deposit investment products, through Oaken Financial. Position Overview The Customer Service Specialist will spend his/her time answering inbound calls within a contact centre environment. The specialist will be the first level of response for our customers and will be required to respond to customer inquiries promptly and accurately on a variety of complex problems, within the established Contact Centre procedures. The Customer Service Specialist will demonstrate strong product knowledge to effectively maximize business retention in our Mortgage and Oaken product lines. The Contact Centre provides service to our customers from Monday to Friday, 8:00 a.m. - 8:00 p.m. EST, and Saturdays 9:00 a.m. - 5:00 p.m. EST. Customer Service Specialists are required to have availability to be scheduled 5 days and 37.5 hours per week, within these hours, after the initial training weeks. Additional Information Expected start date early May Multiple full-time unilingual and bilingual positions available **Bilingualism**: English & French only Fully remote work environment, pending business needs If located within GTA, employee may be required to attend in-office, pending business needs Virtual in class training provided, Monday-Friday 9:00 a.m. - 5:00 p.m. EST, for the first few weeks of employment. Peer-mentorship/job shadowing provided Position Responsibilities Customer Focus & Service Excellence Ensure optimum servicing to our existing client base by promptly and accurately responding to customer inquiries on a variety of complex problems Provide "best-in-class" Customer Service to Home Trust Mortgage and Oaken Financial clients in the inbound Contact Centre (first contact resolution, personal accountability, empathy, maintaining composure) Timely follow-up with customers on inquiries, escalations, and complaints (resolve 95% within 2 day) Achieve strong post call survey results (Net Promoter Score (NPS) and overall customer service). Take appropriate steps to maintain compliance and procedural adherence to achieve department standard for quality monitoring (both Procedures and Compliance) Goal: to achieve Ave score 90% or higher Achieve meeting expectations for all Quality Monitoring metrics (including soft skills, compliance) **Maintain the below key metrics within departmental standards**: Average Handle Time After call work Schedule Adherence - Agents to adhere to all scheduled lunch, breaks and any additional off the phone activities accordingly to ensure service levels are achieved Provide procedural and system feedback to continuously improve our processes Risk Management and/or Compliance Ensure Contact Centre policies and procedures (i.e., privacy protection, Anti-Money Laundering (AML) Know Your Customer (KYC) refresh) are followed when servicing clients and performing account maintenance Timely completion of Corporate Training (AML, Information Security etc.) Perform financial adjustments and non-financial maintenance when necessary to ensure that customer and business expectations are met Ensuring all client and sensitive account information is properly managed (locking computers when leaving workstation) Adhering to applicable compliance obligations, including Privacy, Anti-Money Laundering/Anti-Terrorist Financing and internal Anti-Fraud Policy requirements Formal Education Post secondary degree or diploma preferred in Business, Economics, Finance or equivalent Related Experience 2+ years customer service and/or inbound Contact Centre experience preferred Working knowledge of mortgages and/or Non-Registered and Registered deposit products (TFSA/RSP/RIF/GICs) **Skills**: Work effectively within established guidelines Strong attention to detail with strong organization and time-management skills Able to problem-solve and multi-task in a fast-paced, deadline-driven work enviro