Customer Support Representative, Bilingual

tributing to inbound service target adherence as well as overall client-driven repayment success measures. (KPI's include: Call Quality, Average Handle Time, and Schedule Adherence)

Positively represent Finastra in all interactions with borrowers through professionalism and creating an exceptional customer experience.

Use discretion and maintain confidentiality in handling sensitive information. Understand the importance of escalating issues for resolution following established escalation processes

Hours of operation 8:00 a.m. to 5:00 p.m. Monday through Friday

Minimum expectation of 30 hours per week, the average weekly schedule is 37.5 hours per week, however must be available to work up to 40 hours and the ability to work overtime as needed.

Experience:

Entry level bilingual candidates, and new grads encouraged to apply

1-2 years progressive experience in a Call Centre, Customer Service or Telemarketing environment an asset

CISCO phone system experience an asset

Ability to complete background checks including: Credit, Criminal and Reliability Clearance

Completion of High School diploma

Skills and Knowledge:

Demonstrated oral and written communication skills in both English and Quebecois French is a must

Computer proficiency and keyboarding skills with the ability to type quickly and accurately and navigate with ease

Excellent problem solving skills and ability to think quickly and logically

Exceptional attention to detail and the ability to work with minimal supervision

Ability to deal with emotional and irate borrowers, while maintaining a professional demeanour and handle complex calls when they arise

Strong aptitude for learning new systems and technologies with the ability to integrate

Finastra is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). We will accommodate applicants' needs upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. Information received related to accommodation will be addressed confidentially.