Come joinHome Trust Companyas a Bilingual Customer Service Specialistin our Contact Centre!

Home Trust Company has developed a track record of success as Canadas leading alternative lender, employing nearly 800 people in our Toronto headquarters and branches across the country. Building on the demonstrated strength of its core residential mortgage lending business, the Company also offers complementary lending services, as well as highly competitive deposit investment products, through Oaken Financial. Our culture has been shaped by the passion and integrity of our people. Home Trust is a private company.

WHAT DO YOU NEED TO SUCCEED?
We are looking for individuals who are dedicated, passionate, and driven to execute with excellence!

WE CARE ABOUT OUR EMPLOYEES WELL-BEING, WHAT WE OFFER:

• Base salary, with yearly incentive performance bonus
• Three (3) weeks of vacation, an additional six (6) flex days (sick or personal) in addition to financial statutory holidays
• Comprehensive benefit packages, offered through Manulife
• Group Retirement Savings Plan (GRSP) up to 8% Contribution program & employer match
• $1000 Employee Referral Program
• Employee Discounts; phone plans, gym membership, Toronto Bike Share and many retailer discounts offered through WorkPerks
• Education Assistance program

ABOUT THE ROLE:

The Customer Service Specialist will spend their time answering inbound calls within a contact centre environment. The specialist will be the first level of response for our customers and will be required to respond to customer inquiries promptly and accurately on a variety of complex problems, within the established Contact Centre procedures. The Customer Service Specialist will demonstrate strong product knowledge to effectively maximize business retention in our Mortgage and Oaken product lines.

The Contact Centre provides service to our customers from Monday to Friday, 8:00 a.m. 8:00 p.m. EST, and Saturdays 9:00 a.m. - 5:00 p.m. EST. Customer Service Specialists are required to have availability to be scheduled 5 days and 35 hours per week, within these hours, after the initial training weeks.

In addition:

• Ensure optimum servicing to our existing client base by promptly and accurately responding to customer inquiries on a variety of complex problems
• Provide "best-in-class" Customer Service to Home Trust Mortgage and Oaken Financial clients in the inbound Contact Centre (first contact resolution, personal accountability, empathy, maintaining composure)
• Timely follow-up with customers on inquiries, escalations, and complaints (resolve 95% within 2 day)
• Achieve strong post call survey results (Net Promoter Score (NPS) and overall customer service).
• Take appropriate steps to maintain compliance and procedural adherence to achieve department standard for quality monitoring (both Procedures and Compliance)
• Achieve meeting expectations for all Quality Monitoring metrics (including soft skills, compliance)
• Multiple full-time bilingual positions available
• Hiring across Canada
• Bilingualism: English & French only
• Fully remote work environment, pending business needs
• If located within GTA, employee may be required to attend in-office, pending business needs
• Virtual in class training provided, Monday-Friday 9:00 a.m. - 5:00 p.m. EST, for the first few weeks of employment. Peer-mentorship/job shadowing provided
• Expected start date: May 2025

WHAT WE REQUIRE:

• Authorized to work in Canada
• Post-secondary degree or diploma in business or finance related area or discipline preferred
• 2+ years customer service and/or inbound Contact Centre experience preferred
• Working knowledge of mortgages and/or Non-Registered and Registered deposit products (TFSA/RSP/RIF/GICs)
• Great communication skills
• Bilingualism: English & French only

PREREQUISITE: Maintain a positive supportive attitude, help to maintain an inclusive and supportive company culture!

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