Oaken Customer Service Specialist

Come join Home Trust Company as an Oaken Customer Service Specialist in our Customer Experience team 

Home Trust Company has developed a track record of success as Canada's leading alternative lender, employing nearly 800 people in our Toronto headquarters and branches across the country. 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. Our culture has been shaped by the passion and integrity of our people.  Home Trust is a private company.

FIRST THING – WHAT YOU NEED TO SUCCEED?
We are looking for individuals who are dedicated, passionate, and driven to execute with excellence

WE CARE ABOUT OUR EMPLOYEES WELL-BEING, WHAT WE OFFER:

• Base salary, with yearly incentive performance bonus
• Three (3) weeks of vacation, an additional six (6) flex days (sick or personal) in addition to financial statutory holidays
• Comprehensive benefit packages, offered through Manulife
• Group Retirement Savings Plan (GRSP) up to 8% Contribution program & employer match
• $1000 Employee Referral Program
• Employee Discounts; phone plans, gym membership, Toronto Bike Share and many retailer discounts offered through WorkPerks
• Education Assistance program

ABOUT THE ROLE: 

The Oaken Customer Service Specialist will lead the customer experience through providing service to Oaken customers. This role will develop and maintain strong relationships with customers through telephone, email, and scheduled visits, while attending conferences and local community events and responding to all inquiries. This role will also identify potential sales opportunities, acquire, and retain customers.

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. Our Vancouver Oaken store is open from 9:00am – 5:00pm PST. Customer Service Specialists are required to have availability to be scheduled 5 days and 35 hours per week, within these hours, after the initial training weeks. 

In addition: 

• Ensure optimum servicing to clients (Oaken and HTC) by promptly and accurately responding to customer inquiries on complex multiple problems through every servicing channel (in person, telephone, email, scheduled visits, etc.)
• Identify cross-selling opportunities with particular attention on business retention and revenue generation, providing recommendations
• Proactively solicit and identify sales opportunities, providing recommendations
• Research and identify sources for potential new customers, providing recommendations
• Assist clients in completing applications for Oaken Financial deposit products accordingly
• Book appointments with clients
• Build and maintain relationships with clients through quickly establishing a rapport and develop an overall understanding of their investment preferences
• Solicit and monitor customer feedback, identify gaps, provide recommendations for timely solutions to enhance the overall customer experience
• Fully in-person position
• In-class training provided, Monday-Friday 9:00 a.m. - 5:00 p.m. PST, for the first few weeks of employment. Peer-mentorship/job shadowing provided

WHAT WE REQUIRE:

• Authorized to work in Canada
• Post-secondary degree or diploma, preferably in business management, finance, or related field (university an asset)
• 3 years of customer service experience
• Solid knowledge of investment products
• Great communication skills

PREREQUISITE: Maintain a positive supportive attitude, help to maintain an inclusive and supportive company culture

Follow us on LinkedIn: Home Trust Company: Overview | LinkedIn