Bilingual Customer Service Representative

1 week ago

Remote, Canada Nesto Group Full time

Our mission is to provide a positive, empowering, and transparent property financing experience that is simple from start to finish. Our team consists of skilled technology experts, caring mortgage specialists, and a diverse marketing team, all working together to lead change in the mortgage industry.

At nesto, we're proud of

  • Our clients love our positive, empowering, and transparent mortgage financing experience.
  • Our 4.5-star Google reviews speak for themselves
  • We won the 2023 & 2024 CLA Lender of the Year award, recognizing our excellence in lending services.
  • We are a B Corp certified organization, highlighting our dedication to making a positive impact on our society and our planet.
  • Our highly skilled, diverse, and collaborative team, makes everything possible
  • Our Mortgage Cloud platform gives financial institutions full access to nesto's proprietary technology, powering a better client experience, from start to finish.

Fuel your passion for service in a fast-paced mortgage environment built on teamwork and excellence. You'll serve as our frontline expert, managing diverse communication streams to deliver the high-quality experience our customers deserve.

Role and Responsibilities:

  • Service-First Mindset: Cultivate positive relationships by providing clear, helpful, and professional support for every customer inquiry.
  • Security Protocol: Protect client confidentiality by diligently following identity verification steps and privacy guidelines.
  • Technical Accuracy: Learn and apply mortgage product knowledge to process account updates and transactions within team timelines.
  • Detailed Documentation: Maintain high standards of data integrity by recording comprehensive, professional notes within each customer file.
  • Digital Guidance: Introduce customers to the benefits of our online portal, assisting with registration and basic troubleshooting.
  • Unified Support: Contribute to team-wide success through reliable schedule adherence and seamless hand-offs to specialized departments.

Skills and Qualifications:

  • One (1) year of experience working in residential mortgage administration, financial services, or call centres.
  • Bilingual (French/English) speaking.
  • Unwavering professionalism and emotional intelligence, particularly when navigating high-pressure situations or escalated customer interactions.
  • Exceptional organizational skills and attention to detail, with the ability to manage multiple tasks and meet tight deadlines.
  • A "see it through" mindset that ensures no customer issue is left hanging or forgotten.
  • Demonstrated proficiency in Microsoft Excel.

What we offer

  • Contribute directly to shaping the experience that modernizes the Canadian mortgage industry.
  • Take advantage of nesto's employee mortgage program that provides our employees with the best, exclusive, preferred low rates.

    Benefit from a generous time-off policy including 4 weeks vacation per year.

    Enjoy a premium benefits plan fully paid by nesto, including a top-class insurance plan and unlimited access to telemedicine and mental health service
  • Access to an annual health and wellness budget.
  • We own beautiful offices in across Canada for those who wish to collaborate in-person.

Diversity & Inclusion

At nesto, we believe that creativity and collaboration are the result of a diverse team. We are committed to fostering a culture of diversity, equity, inclusion, and belonging, and we strongly encourage women, people of color, LGBTQIA+ individuals, and individuals with disabilities to apply. We are committed to creating a workplace that is inclusive and welcoming to all.

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