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Customer Recover Agent Bilingual

National Money Mart Company

This is a Contract position in Toronto, ON posted November 3, 2020.

Company Description

Money Mart Financial Services is a leading provider of financial services in North America. For 40 years, we have been committed to providing financial solutions that meet the evolving needs of consumers and business owners. Backed by a retail network of over 700 locations and robust digital and mobile platforms, we provide access to cash and related products to help our customers achieve their goals. 

Our highly skilled workforce puts customers first in everything we do. We serve 2 million people annually with diverse and innovative financial products such as loans, check cashing, money transfer and prepaid cards. Through this ever-evolving suite of services, we empower customers to manage their finances and improve their lives. Wherever customers are on their financial journey, Money Mart Financial Services provides solutions.

Job Description

In the Customer Recovery Agent role, the primary responsibilities involve communicating with customers via phone or email daily, in relation to a complaint or issue regarding their experience with our brand(s).

The Agent will execute a first-class “service recovery” for escalated customers, as well as manage a variety of tasks and responsibilities in an efficient and organized manner. The Agent will enjoy the satisfaction of turning a negative experience into a positive one.


  • Manage, document and resolve a diverse range of complaints and disputes through to resolution
  • Oversee real-time service levels across all contact channels and make decisions to ensure consistent coverage
  • Take full ownership and handle customer complaints or issues professionally, courteously, and in a timely period
  • Provide a high level of customer service
  •  Ensure average monthly resolution period between 3 to 5 business days are met
  •  Escalate all unresolved complaints or issues to Customer Recovery Manager in a timely fashion
  •  Ensure all standard operating procedures relating to customer complaints are followed and are adhered to and documented
  • Extensive understanding of all company policies and procedures




High school diploma



Minimum 1 year working at a Money Mart / Insta Cheque store



  • Fluent in French Candadian and English both written and nspoke
  • Must be a quick thinker and solution oriented
  • Must be quick and alert to customer demands and complaints
  • Must be organized and meticulous in work
  • Ability to maintain excellent customer relations
  • Ability to work under stress since the job can frequently tend to be very stressful
  • Must have a genuine concern for customer complaints and work with dedication towards finding solutions
  • Must be highly result oriented
Additional Information

We invest in our employees, and offer extensive training, and development programs to set you up for future success. If we sound like a fit and you’re ready to start an exciting career with an organization that encourages employee growth, apply today! We look for bright, energetic, motivated individuals who are interested in learning and developing their career.

All your information will be kept confidential according to EEO guidelines.