Bilingual – Mortgage Servicing Representative (On-Going Positions)

BILINGUAL – MORTGAGE SERVICING REPRESENTATIVE

Training will be provided.

Must be fluent in English and French as a second language

BACKGROUND AND CREDIT CHECK WILL BE REQUIRED

Must be available to travel in Ontario for 5 weeks training

Job Title: Mortgage Servicing Representative

Job Status: Full Time Permanent

Location: Edmonton, Alberta

Salary Range: $38k -$40k plus additional premium to Bilingual French speaking and excellent benefit package

Reports To: Manager, Contact Center 

 

ROLE SUMMARY

The Customer Service Specialist/Mortgage Servicing Representative contributes to the success of the company by servicing existing mortgage accounts, identifying and protecting the mortgage asset and customer base for our investors. The specialists are vital in promoting a professional image to all customers, while building and maintaining quality customer relationships. They are responsible for performing servicing aspects of mortgage accounts, while managing the expectations of the customer, via toll free telephone calls and/or e-mail.

 

KEY RESPONSIBILITIES

  • Be the first point of contact for customers inquiring about their current mortgage needs.
  • Identify and analyze to ensure complete understanding of the customer’s need.
  • Provide accurate information and refer customer’s inquiry to relevant mortgage procedures, policies and/or principles.
  • Respond to inquiry/need, decide upon the most appropriate solution available from a variety of options, taking into consideration the situational factors and existing procedures and policies. May be required to adapt the solution to suit the circumstances.
  • Recommend appropriate solutions, products and/or alternative options to resolve customer needs.
  • Regularly keep self up to date on knowledge of company’s new products, procedures, organizational changes, and systems.
  • To answer customers’ inquiries promptly and in timely manner.
  • May be required to handle difficult conversations, while maintaining positive customer relations.
  • Be prepared and available at all times through shift to service customers and their needs.
  • Deliver quality service, to ensure a positive experience and customer satisfaction.
  • Responsible for answering 50-100 customer inquiries a day

 Knowledge (Education/Experience)

  • Ability to learn and retain complex information, and then apply and communicate the information to customers.
  • Computer proficiency is a MUST
  • Must have keyboarding skills to enter data while simultaneously navigation through various systems and communicating with customers over the telephone
  • May involve up selling other mortgage related products.

SKILLS

  • Excellent interpersonal skills
  • Energetic, outgoing and confident
  • Must have the ability to work in a face paced environment, with high volumes of information changes
  • Must be completely flexible with rotating schedules and shifts
  • Accountable for own performance
  • Integrity/Honesty
  • Adaptable to highly changing environment
  • Must be detail oriented and highly organized

 

Please submit your resume in Microsoft Word only with cover letter to Edmonton@taylorbrownlee.com or call our office at (780) 426-6887 and ask for Emma Fleck or Analyn Brownlee.   Skill testing will be required.  

We thank you for your interest and wish you all the best in your career search.