Bilingual Customer Service Specialist

Home Trust Company - Toronto, ON (30+ days ago)

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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 Home 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.

The Operations Team manages the administration of business practices to create the highest level of efficiency possible within the organization. The group is concerned with delivering the products and services as efficiently as possible to maximize profit. The Operations team oversees people, equipment, technology, information and all other required resources in the delivery products and services. It is also responsible for driving operational excellence and supporting key business objectives while fostering a culture of respect, trust and integrity.

Position Responsibilities

Customer Focus & Service Excellence 50%

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; Visa and Deposits clients or brokers in the inbound call centre
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 96% or higher
Achieve meeting expectations for all quality monitoring (70% + behaviours)

Maintain the below key metrics within departmental standards:
Average Handle Time
Make Busy times
Schedule Adherence- Agents to adhere to break and lunch schedule to ensure Service level % are achieved

Revenue Generation 35%

Capitalize on cross-selling opportunities with particular attention on business retention and revenue generation
Accurately submit ELVs and Mortgages applications to DCS
Promote secured Visa retention to existing client by providing Interest Rate Reviews and rate changes (monthly/ annual fee program)

Risk Management and/or Compliance 15%

Ensure CC policies and procedures (i.e., privacy protection, AML) are followed when servicing clients and performing account maintenance and
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 and disposed of (clean desk policy, shredding, keys for cabinets and making sure they are locked when leaving office, locking computers when leaving workstation)
Adhering to applicable compliance obligations, including Privacy, Anti-Money Laundering/Anti-Terrorist Financing and internal Anti-Fraud Policy requirements, must remain the over-arching focus in carrying out one’s responsibilities
Formal Education
Post secondary degree or diploma required (University degree preferred) in Business or equivalent
Certification(s)/Designation(s) preferred in related area
Related Experience
1-2 years inbound call centre experience
Working knowledge of mortgages and credit cards preferred
Solution-focused, takes initiative to work effectively within established guidelines
Strong organizational, time-management and attention to detail
Able to multi-task and flourish in a fast-paced, deadline-driven work environment
Good written/verbal communication (fluent in both French and English), and professional maturity
Good knowledge of MS Office
Strong interpersonal relationship building and listening skills
Proven ability to work both independently and collaboratively within a team environment
Able to multi-task and flourish in a fast paced, deadline-driven work environment
Consistently demonstrates and reinforces organizational values
Understands Home Trust Company’s lending criteria and culture
Skills
Position Complexities
Bilingualism an asset
Able to work flexible hours as required to service markets