Bilingual Mortgage Fulfilment Officer processing residential mortgage applications for Manulife Bank. Verifying documents, administering loan transactions, and coordinating mortgage fulfillment.
About the role
- Bilingual CX Specialist supporting dealer clients and national sales teams at insurance services company. Coordinating customer service, CRM administration, sales support, and transaction processing.
Responsibilities
- Provide best in class customer service to external clients/support and assistance to internal departments
- Assist in corresponding with members of the sales team via phone or email
- Daily administration and coordination of customer service activities
- Liaise with the sales team to coordinate in-field support
- Collaborate with Marketing department and coordinate with Distribution Centre to ship regular sales supply orders
- Assemble marketing/sales collateral and POS materials
- Maintain a strong knowledge of Sym-Tech products
- Meet or exceed monthly call center performance objectives including call quality and performance objectives
- Accurately complete appropriate documentation for each transaction, including keeping the CRM records up-to-date
- Work closely with Accounting department to ensure accurate processing of cancellations, refunds, and adjustments
- Perform additional duties, tasks and/or projects as required by Management
- Report to the Manager, Customer Experience
Requirements
- 3+ years of customer service experience or relevant industry experience
- Fluently bilingual in French and English (written and spoken)
- Passion and desire to consistently and compassionately deliver a superior customer experience
- Energetic, friendly, outgoing, proactive personality and phone business acumen
- Ability to learn new processes quickly, prioritize activities and work well under pressure in a fast paced environment
- Proven ability to adapt to changing situations
- Excellent written and oral communication skills
- Demonstrated experience with customer escalation, conflict resolution, and negotiation
- Strong willingness to problem solve and work well with minimal supervision
- Strong team building skills, to work well within a close team environment – self-sufficient and resourceful
- Proficient in the MS Office suite
- CRM experience an asset
- May be required to work overtime as per business needs
Benefits
- Equal Employment Opportunity policy
- Reasonable accommodation throughout the recruitment process for applicants with disabilities
- Accommodation to the point of undue hardship
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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