Bilingual Customer Service Specialist - Trust

Position: Bilingual Customer Service Specialist - Home Trust Company
* This roles requires the successful candidates to be in office 3 days a week.
* 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.
** 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
* Group Retirement Savings Plan (GRSP)
* Employee Discounts; phone plans, gym membership, Toronto Bike Share and many retailer discounts offered through Work Perks
* Education Assistance program
*
* ABOUT THE ROLE:

** The Bilingual Customer Service Specialist will spend his/her time answering inbound calls within a contact centre environment. The specialist will be the first level of response for our customers and will be required to respond to customer inquiries promptly and accurately on a variety of complex problems, within the established Contact Centre procedures. The Bilingual Customer Service Specialist will demonstrate strong product knowledge to effectively maximize business retention in our Mortgage and Oaken product lines.

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. Bilingual 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.
** Additional Information
*** Multiple full-time unilingual and bilingual positions available
* Bilingualism:
English & French only
* In class training provided, Monday-Friday 9:00 a.m.

- 5:00 p.m. EST, for the first few weeks of employment. Peer-mentorship/job shadowing provided

In addition:
* 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 and Oaken Financial clients in the inbound Contact Centre (first contact resolution, personal accountability, empathy, maintaining composure)
* Timely follow-up with customers on inquiries, escalations, and complaints (resolve 95% within 2 day)
* Achieve strong post call survey results (Net Promoter Score (NPS) and overall customer service).
* 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 90% or higher
* Achieve meeting expectations for all Quality Monitoring metrics (including soft skills, compliance)  + Maintain the below key metrics within departmental standards:  + Average Handle Time  + After call work
* Schedule Adherence - Agents to adhere to all scheduled lunch, breaks and any additional off the phone activities accordingly to ensure service levels are achieved
* Provide procedural and system feedback to continuously improve our processes
* Prepare and respond to internal communication, such as email, from our internal partners using effective business writing skills
* Ensure Contact Centre policies and procedures (i.e., privacy protection, Anti-Money Laundering (AML) Know Your Customer (KYC) refresh) are followed when servicing clients and performing account maintenance
* Timely completion of Corporate Training (AML, Information Security)
* 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 (locking computers when leaving workstation)
* Adhering to applicable compliance obligations, including Privacy, Anti-Money Laundering/Anti-Terrorist Financing, and internal Anti-Fraud Policy requirements
** WHAT WE REQUIRE:
*** Post-secondary degree or diploma in business or finance related area or discipline preferred
* 2+ years customer service and/or inbound Contact Centre experience preferred
* Working knowledge of mortgages and/or Non-Registered and Registered deposit products (TFSA/RSP/RIF/GICs)
* Work effectively within established guidelines
* Strong attention to detail with strong organization and time-management skills
* Able to problem-solve and multi-task in a fast-paced, deadline-driven work environment
* Advanced written/verbal business communication, and professional maturity
* Intermediate knowledge of MS Office required (Outlook), and strong keyboarding skills
* Ability to promptly learn new technologies and systems
* Strong interpersonal…