Customer Service Specialist

Company Profile

Home Trust is Canada’s leading alternative mortgage lender, employing nearly 1,000 people in our Toronto headquarters and branches across the country. Our vision is to be Canada’s market leader in alternative-based financial services solutions. Building on the strength of our core residential mortgage lending business, the Company and its affiliates also offer complementary lending services and competitive deposit investment products through Oaken Financial, PsiGate, and CFF Bank. Our culture has been shaped by the passion and integrity of our people, and we are guided by our mission and belief that every Canadian deserves a home and the opportunity to prosper. Home Trust is a wholly-owned subsidiary of Home Capital Group, which trades on the TSX under the symbol HCG.

The Operations Team manages the administration of business practices to create the highest level of efficiency possible within the organization. The group is concerned with delivering the products and services as efficiently as possible to maximize profit. The Operations team oversees people, equipment, technology, information and all other required resources in the delivery products and services. It is also responsible for driving operational excellence and supporting key business objectives while fostering a culture of respect, trust and integrity.

Position Responsibilities

Customer Focus & Service Excellence (50%)

• Ensure optimum servicing to our existing client base by promptly and accurately responding to customer inquiries on complex multiple problems
• Provide ”best-in-class” Customer Service to Home Trust Mortgage; Visa and Deposits clients in the inbound call centre
• Achieve meeting expectations for all quality monitoring

Sales Performance and Revenue Generation (35%)

• Capitalize on cross-selling opportunities with particular attention on business retention and revenue generation
• Achieve monthly sales targets  of 80-100  MLI and Di offers  and 18-20 verbal
• Accurately submit ELVs and  Mortgages applications to DCS
• Promote secured Visa retention to existing client by providing Interest Rate Reviews and rate changes ( monthly/ annual fee program)

Risk Management and/or Compliance (15%)

• Ensure CC policies and procedures (i.e., privacy protection, AML) are followed when servicing clients and performing account maintenance
• Perform financial adjustments and non-financial maintenance when necessary to ensure that customer and business expectations are met

Formal Education

• Post secondary degree or diploma required (University degree preferred) in Business or equivalent
• Certification(s)/Designation(s) preferred in related area

Related Experience

• 1-2 years inbound call centre experience
• Working knowledge of mortgages and credit cards preferred

Skills

• Problem solving – exceptional
• Accountable/ accepting responsibility
• Customer service focused
• Questioning/ curious/ information gathering
• Collaborating
• Multi-tasking in fast paced, deadline driven environment
• Team player
• Time management, highly organized
• Reliable/dependable
• Communication (verbal) – excellent
• Diplomacy
• MS Office – proficient

Position Complexities

• Bilingualism an asset
• Able to work flexible hours as required to service markets

Acknowledgement

All employees of Home Capital Group Inc. must comply with all applicable Home Capital Group Inc, Home Trust Company, and specific Line of Business policies, standards, guidelines and controls.  Additionally, all employees are obligated to become familiar with Home’s risk management framework and understand the operational risk management requirements within their specific business.  Employees are also expected to understand and comply with the Company’s Code of Business Conduct & Ethics Policy at all times and escalate any issues or concerns through various reporting channels (i.e. Ombudsman, Compliance Hotline, Whistleblower Policy, etc).