Bilingual Call Centre Specialist, CGHLI

• Properly identify all callers prior to releasing any private information
• Assess customer ask and identify need
• Transfer calls to specialized departments, people if necessary
• Make outbound calls as required, promote services when needed
• Assist customers using the customer portal including password resets
• Maintain thorough knowledge of all mortgage products and services
• Manage requested changes in servicing system
• Manage customer complaints
• Maintain positive relationships with customers and brokers and other business partners
• Adhere to schedules to support proper coverage of phones
• Ensuring responses to emails, faxes and voice messages are completed within SLA
• Document calls through an IVR system as well as detailed notes in customer file

• Excellent written and verbal communication skills in English and French (required)
• Post-secondary degree or diploma in business an asset
• 2+ years experience in a call centre environment or financial services company
• Highly proficient in Excel and other office applications
• Experience with IVR systems an asset
• Excellent customer service skills
• Excellent problem-solving skills
• Excellent oral and written communication skills
• Strong organizational and time management skills
• Strong interpersonal relationship building and listening skills
• Demonstrate professionalism, judgment and integrity in daily operations
• Has proactive approach with the ability to take initiative and work independently
• Ability to work on multiple systems at one time
• Have high attention to detail

• Health and Wellness Spending Accounts
• Health, Drug, Vision, and Dental benefits
• Paid vacation, sick days, and personal days (in addition to all civil and statutory holidays)
• RRSP Matching Program
• Maternity / Parental Leave Top Up Program
• Discounted gym memberships
• Travel assistance and EAP
• Business Casual dress code
• Company social events + sport teams
• Hybrid work arrangements
• Education reimbursement
• Training and mentoring programs
• And more!