Specialist, Customer Care - Toronto, Canada - First National Financial

First National Financial

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Working together to be our best
First National is Canada's largest non-bank lender, originating and servicing both commercial and residential mortgages since 1988.

Over the past thirty years, we have been committed to hiring the best and brightest with over 1,000 proud team members.

Through cooperation, ongoing coaching, development opportunities and a culture that celebrates both hard work and teamwork, First National team members are supported to lead, learn and grow.

We are hiring a Specialist, Customer Care

Reporting To:
Manager, Customer Service

**Full-Time/Part

Time**: Fulltime

Posting Date:
August 1, 2023

Closing Date:
August 15, 2023

Hours of Work: 8:30 a.m. - 5:00 p.m.

Grade: 5

Office Location:
Downtown Toronto Great location Steps away from the main public transit station

What we offer:

Highly competitive compensation package which includes, base salary, bonus, benefits, and career advancement opportunities

Eligibility for benefits is dependent on the terms of employment

The Opportunity:

Resolve escalated client issues.
Investigate account set up, payment issues and other processing inquiries.
Collect all details, research account, collaborate with or send to the appropriate department, confirm resolution, and ensure customer satisfaction.
Conduct Call Quality Audits of Customer Service calls
Identify learning gaps, coaching opportunities, and procedural issues.
Provide workable solutions to continuously improve First National service levels.
Record all Escalated accounts managed by the Customer Care team.
Responsible for monthly reporting
Assist with initial onthejob training for new Customer Service Representatives
Ensure client privacy is protected.
Promote First National Financial services and initiatives.
Special projects as assigned by management.
Assist with overflow of incoming calls for the Customer Service queues when required.

The Requirements Needed:

Completed postsecondary education and/or equivalent work experience.
2 years of Customer Service experience
1 year of mortgage experience preferred.

Why join First National?

Bright open concept office environment
Large kitchens with a coffee and latte maker to enjoy at no cost
Supportive teamwork focused environment
Collaborative entrepreneurial spirit
Opportunities to give back to the communities and work through events focused on a variety of charities
Ongoing social events throughout the year
Extensive training programs to set our employees up for success

First National is proud to be an equal opportunity employer and is committed to diversity and inclusion regardless of race, color, religion, national origin, age, gender identity, physical or mental disability, sexual orientation or any other category protected by law.