Identify borrower needs and analyze their financial capacity. Provide customized solutions and debt management options
Maintain knowledge of products and process changes, through actively participating in training programs and daily knowledge management system navigation
Achieve individual productivity targets as assigned, contributing to inbound service target adherence as well as overall client-driven repayment success measures
Required to meet standard call center Key Performance Indicators including Voice of Customer.
Use discretion and maintain confidentiality in handling sensitive information. Understand the importance of escalating issues for resolution following established escalation processes
Document, summarize and update the Account Management System for all activity as agreed to with loan borrower at point of contact
Positively represent Finastra in all interactions with borrowers to achieve results to achieve the best interests for the organization
Skills and Knowledge
Knowledge of basic accounting skills to perform basic mathematical calculations
Computer proficiency and keyboarding skills.
Ability to talk and type quickly and accurately
Demonstrated oral and written communication skills
Ability to navigate and understand product/process guides and training material
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
Strong aptitude for learning new systems and technologies with the ability to integrate
Experience
1-2 years progressive experience in a Call Centre, Customer Service or Telemarketing environment would be an asset
Completion of High School
Ability to clear background checks including: Credit, Criminal and Reliability Clearance
Able to be flexible to work during hours of operation of 6:30 a.m. to 11:00 p.m. Monday through Friday and 9:00 a.m – 5:00 pm Saturday
Work all assigned shifts, potential to change on a quarterly basis
Willing to work overtime, as needed
Bilingual (French) preferred.
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.
