Bilingual Customer Service Specialist

August 23

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EQ Bank | Equitable Bank

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EQB Inc. (formerly Equitable Group Inc.) trades on the Toronto Stock Exchange (TSX: EQB and EQB$1. .$1

Lending • Mortgages • Residential Lending • Commercial Lending • Reverse mortgages

1001 - 5000

Description

• 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.

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