Our Client is a Schedule 1 Canadian chartered bank and a leading national provider of specialized mortgages, with an expanding portfolio.
The organization’s values guide its interactions with customers, partners, and employees:
- Customer-Focused: Advocating passionately for clients.
- Courageous: Acting decisively and ethically.
- Unified Team: Working together towards a common vision.
- Long-Term Thinking: Embracing continuous evolution.
- Excellence: Striving for exceptional performance and inspiring greatness.
Position Overview
The Bilingual Client Relations Specialist is responsible for providing outstanding day-to-day customer service to clients through various communication channels (phone, email, fax, mail, in-person, and online). This role supports revenue generation, fee collection, and operational efficiencies within the department. Additionally, the specialist will assist the team in exceeding established service level agreements (SLAs) for phone and email communications.
Key Responsibilities
Customer Service Excellence:
- Identify issues and propose solutions to enhance communication.
- Review and recommend actions regarding client complaints.
- Handle incoming customer inquiries in both French and English across multiple platforms promptly and professionally.
- Collaborate with internal departments to address customer needs in line with organizational policies.
- Manage customer complaints effectively and escalate when necessary.
Performance Metrics:
- Adhere to established service level agreements (SLAs) or key performance indicators (KPIs).
- Act as an ambassador to exceed service objectives and share best practices with the team.
- Contribute recommendations for continuous improvement of service benchmarks.
Team Engagement:
- Collaborate with other departments.
- Demonstrate expertise in reverse mortgage products.
- Provide excellent client service while adhering to complaint resolution policies.
- Maintain thorough documentation of customer interactions.
Miscellaneous Duties:
- Promote teamwork and cooperation within the organization.
- Suggest and implement process improvements to enhance customer satisfaction and revenue opportunities.
- Report any suspicious trends in customer inquiries to management.
Required Skills and Experience
- Bilingual proficiency in French and English, both written and oral.
- Experience in a Canadian financial institution within mortgage servicing or support is advantageous.
- Background in client service or call centers dealing with front-line clients is required.
- Strong verbal and written communication skills.
- Professional demeanor with a strong customer service orientation.
- Excellent problem-solving abilities for complex customer service issues.
- Mindset focused on continuous improvement.
- Ability to manage multiple tasks under time constraints.
- Familiarity with privacy legislation related to financial services is a plus.
