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Specialist, Customer Service (Bilingual)

Equitable Bank, 1411 Peel Street, Suite 501, Montreal, Québec, Canada Numéro de demande855
19 novembre 2019

Job Title:              Customer Service Specialist, Bilingual

Department:      Mortgage Services

Reports To:         Manager, Customer Service



 

Purpose of Job

 

The Customer Service Specialist is responsible for providing exceptional customer service to Equitable Bank’s existing borrowers via telephone and email in both English and French.  They must possess a broad range of knowledge, including the mortgage life cycle and Equitable Bank’s mortgage products and features. 

 

Main Activities:

 

  • Provide excellent customer service in an inbound customer service environment and through electronic correspondence with borrowers, solicitors, brokers and other stakeholders.
  • Support the borrower through their mortgage inquiries by identifying customer needs and providing appropriate options and solutions.
  • Provide accurate information regarding our products and services.
  • Fulfill customer expectations in a way that also complies with policies and procedures, for various functional areas of the mortgage life cycle.
  • Participate in activities designed to improve customer satisfaction and business performance.
  • Process various updates to the mortgage account such as borrower contact information and requested account changes.
  • Meet expectations in regard to outlined call quality, compliance, and customer service standards while interacting with customers.
  • Recognize appropriate retention triggers for renewal and refinance opportunities.
  • Maintain accurate system records of inquiries and transactions processed.
  • Translate a variety of documents.

 

Knowledge/Skill Requirements:

 

  • Must be fluent in French and English in all verbal and written communication
  • Must have exceptional verbal and written communication
  • Demonstrated front line customer service experience (for a minimum of 12 months) in finance or mortgage industry
  • Post-secondary education (diploma)
  • Knowledge of commercial and residential lending products, related legal terminology and provincial and federal legislations
  • Must be self-motivated with the ability to work with little or no supervision
  • Ability to multi-task by navigating various systems while communicating with customers
  • Ability to easily build rapport and foster positive relationships with both customers and team members 
  • Exceptional interpersonal and communication skills – written and oral
  • Strong active listening skills with the ability to engage with the customer
  • Professional and courteous telephone manner
  • Previous experience with Home Equity Line of Credit (HELOC) product
  • Strong mathematical and analytical skills
  • Computer literate (MS Outlook, MS Word, MS Excel)
  • Ability to ensure customer issues are handled appropriately, and escalating issues when necessary

Autres détails

  • Type de paie Salaire
  • Equitable Bank, 1411 Peel Street, Suite 501, Montreal, Québec, Canada