- Office in Toronto
Description
The Core Responsibilities!
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Provide excellent customer service in an inbound customer service environment and through digitized correspondence with customers, solicitors, brokers, and other stakeholders.
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Support the customer through their mortgage inquiries by identifying customer needs and providing appropriate options and solutions.
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Provide accurate information regarding our products and services.
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Fulfill customer expectations in a way that also complies with policies and procedures, for various functional areas of the mortgage life cycle.
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Participate in activities designed to improve customer satisfaction and business performance.
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Process various updates to the mortgage account such as customer contact information and requested account changes.
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Meet expectations according to outlined quality criteria, compliance, and customer service standards while interacting with customers.
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Recognize appropriate retention triggers for renewal and refinance opportunities.
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Maintain accurate system records of inquiries and transactions processed.
Let's Talk About You!
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Demonstrated front line customer service experience (for a minimum of 12 months) in finance or mortgage industry.
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Post-secondary education (diploma).
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Knowledge of commercial and residential lending products, related legal terminology, and provincial and federal legislations.
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Must be self-motivated with the ability to work with little or no supervision.
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Ability to multi-task by navigating various systems while communicating with customers.
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Ability to easily build rapport and foster positive relationships with both customers and team members.
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Exceptional interpersonal and communication skills – written and oral.
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Strong active listening skills with the ability to engage with the customer.
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Professional and courteous telephone manner.
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Previous experience with Home Equity Line of Credit (HELOC) product.
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Strong mathematical and analytical skills.
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Computer literate (MS Outlook, MS Word, MS Excel).
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Ability to ensure customer issues are handled appropriately, and escalating issues when necessary.
