Bilingual, Customer Service Specialist (FR/ENG) OS

Demonstrated front line customer service experience (minimum 12 months) in finance or mortgage industry. Post-secondary education (diploma). Knowledge of commercial and residential lending products, related legal terminology, and provincial/federal legislations. Self-motivated with ability to work with little or no supervision. Ability to multitask by navigating various systems while communicating with customers. Ability to easily build rapport and foster positive relationships. Exceptional interpersonal and communication skills – written and oral. Strong active listening skills. 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 when necessary.

Provide excellent customer service to borrowers via telephone and email. Support borrowers with mortgage inquiries by identifying needs and providing solutions. Provide accurate information about products and services. Fulfill customer expectations while complying with policies and procedures. Process updates to mortgage accounts. Meet outlined quality, compliance, and customer service standards. Recognize retention triggers for renewal and refinance opportunities. Maintain accurate system records of inquiries and transactions.