Customer Service Representative

MCAP; Toronto; On-site; CAD 50,000; Full time

Job summary

A leading mortgage finance company in Canada is seeking a Customer Service Representative. This role involves assisting clients with inquiries regarding mortgage products and services, while ensuring high-quality service. Ideal candidates should have previous customer service experience, excellent communication skills, and the ability to work in a hybrid environment. Join this dynamic team to contribute to success in the mortgage industry.

Qualifications

• Minimum 1 year customer service experience.
• High school diploma or some college preferred.
• Call center experience is an asset.
• Excellent written and oral communication skills required.

Responsibilities

• Assist clients with questions about MCAP products and services.
• Promote and clarify inquiries via multiple channels.
• Resolve customer disputes creatively and effectively.
• Adapt to changing priorities in a fast-paced environment.

Skills

Customer service experience

Communication skills

MS Office skills

Interpersonal skills

Organizational skills

Self-motivated

Education

High school diploma

Some college education

Job description

Customer Service Representative

MCAP at a Glance

Joining MCAP means you will be a part of our diverse workforce of highly talented individuals who are recognized for their expertise and success! At MCAP, your professional expertise, commitment to teamwork and passion for service excellence are recognized and rewarded with competitive total rewards offering, a career with continuous learning and development (formal & informal training), and exciting opportunities in a dynamic, entrepreneurial environment.

The Role

This position is responsible for contributing to the MCAP's Servicing team, you will assist clients with any questions in regards to MCAP products and services while maintaining the highest level of service and complying with policies, practices and procedures.

Role Specific Accountabilities (includes, but not limited to the following):

• Promote and assist clients with any questions in regards to MCAP products and services through multiple channels (inbound calls, outbound calls, email)
• Analyze and interpret customer inquiries through well thought out judgments, decision-making skills and product knowledge
• Resolve disputes received from clients through creative means and ownership
• Handle multiple priorities in an ever-changing work environment
• Provide creative solutions backed by sound decision-making
• Adapt to the changing priorities of a fast-paced work environment
• Fulfill customer expectations while complying with policies, practices and procedures
• Contribute to the overall success of the MCAP team, as well as work independently to achieve specified targets.

What You Bring To The Team

• Minimum 1 year customer service experience is considered an asset
• Completion of high school and/or some college would be preferred.
• Call center experience an asset
• Possess solid MS Office/Computer skills
• Mortgage industry experience an asset
• Must be able to work flexible hours Mon - Fri (any time from 8 AM till 8 PM EST)
• Excellent communication and interpersonal skills
• Be familiar with a call centre environment
• Possess excellent written and oral communication skills
• Deal with customers via web, email, and telephone interfaces so you must be able to work in an environment that is keyboard and phone intensive
• Provide timely and accurate response to all customer queries
• Be committed to providing outstanding customer service
• Self-Motivated / proactive mindset
• Ability to work independently as well as part of a team
• Excellent organizational skills and analytical skills

If this sounds like you and you are looking to be a part of one of Canada’s largest independent mortgage finance companies, then we want to hear from you!

Be A Part Of Something Great

MCAP is Canada’s largest independent Mortgage Finance company with over $150 billion in assets under management providing mortgage solutions for residential and commercial properties. For over 35 years, MCAP originates, trades, securitizes and services mortgages in offices across Canada. MCAP originates residential mortgages exclusively through the mortgage broker channel as we believe that a professional mortgage broker is a consumer's best option and MCAP actively promotes the services of mortgage brokers across the country. MCAP is also a leader in the Canadian residential construction lending market with over 25 years in the business. Our teams of dedicated professionals serve a variety of developer, construction and lender clients across Canada.

Position #: req2104

Employment Status: Permanent Full Time

Location: Multiple Locations Available - Hybrid 1-2 days/week in-office: Vancouver, Toronto, Waterloo

Department: Contact Center

Internal Job Title: Mortgage Servicing Representative

Salary Range: $49,241

The above information in this description has been designed to indicate the general nature and level of work performed by employees in the position. It is not designated to contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

MCAP provides equal opportunities for all applicants and is committed to fostering an inclusive, accessible environment, where all employees feel valued, respected and supported throughout the recruitment and employment process. If you require accommodation, we will work with you to meet your needs.