Customer Service Representative - Mississauga, Canada - Finastra USA Corporation

Finastra USA Corporation

Verified Company

Mississauga, Canada

4 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Overview:

What will you contribute?

Our contact centre team in Mississauga is hiring three (3) new Customer Support RepresentativesYou will join a dynamic team focused on providing a world-class customer experience in every interaction on behalf of our largest client, the Government of Canada and many Provinces and Financial Institutions.

You will be providing inbound support and customer service to students who are interested in/or may have a Student Loan and utilize a first call resolution approach to ensure communication is complete and accurate while minimizing escalations and call backs.

This is a great front-line role to learn from the ground up, Finastra is a great place to learn and grow, with a lot of career path potential
Responsibilities:

Responsibilities & Deliverables:

Act as a first point of contact responding to a high volume of inbound inquiries; supported by scripted responses and an internal knowledge management system; gains insights into customer needs, challenges and risks.
Communicates Effectively by Speaking clearly, attentively listens, while providing timely and helpful information.
Tech Savvy having the ability to learn new tools, technologies and systems building awareness of client policies & programs; capable of navigating screens while type and talk exact verbatim.
Results driven, works towards exceeding goals and delivering high quality work; required to meet standard Key Performance Indicators.
Develops strong product knowledge across multiple clients and learn to assist the business by identifying potential process improvement opportunities and enhanced customer support efficiencies.
Maintain discretion and confidentiality in handling sensitive information; demonstrates accountability for privacy/user authentication.

Qualifications:

Requirements:

Exceptional communication skill set, both written and verbal.
Loves talking to people and taking an empathetic approach to finding bestfit solutions.
Will acquire skills to perform repeatable transactions and services.
Has demonstrated satisfactory work performance and attendance history.
Thrives in a structured, supportive call centre environment which is service level driven, success is measured by standard key performance metrics such as average handle time, quality, hold times etc.
Flexible and available within business hours: Monday to Friday, our call centre is open from 9:00 am10:30 pm
Important
Must be comfortable to train onsite in our state of art Mississauga office. Upon completion of training, hybrid option with work from home is available.
Will be required to submit fingerprints to the RCMP for a Government Reliability Clearance.

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