Bilingual Call Centre Specialist

Bilingual Call Centre Specialist, CGHLI

Vancouver, BC; Calgary, AB or Toronto, ON

Salary Range: $45,000 - 55,000/yr

Intellifi is looking for a Bilingual Call Centre Specialist to join our growing Customer Service team. The Call Centre Specialist is the first line to our customers across Canada. The successful candidate will be responsible for both receiving in-bound calls and making outbound calls, responding to email inquiries by directly communicating with our borrowers. Call Centre Specialists will be trained to have a good understanding of all of our business functions to be able to respond quickly and accurately to our clients' questions and inquiries. The role works directly with our borrower clients and our internal management team, as well as other business partners and stakeholders from time to time.

Role and Responsibilities:

• Properly identify all callers prior to releasing any private information
• Assess customer ask and identify need
• Transfer calls to specialized departments, people if necessary
• Make outbound calls as required, promote services when needed
• Assist customers using the customer portal including password resets
• Maintain thorough knowledge of all mortgage products and services
• Manage requested changes in servicing system
• Manage customer complaints
• Maintain positive relationships with customers and brokers and other business partners
• Adhere to schedules to support proper coverage of phones
• Ensuring responses to emails, faxes and voice messages are completed within SLA
• Document calls through an IVR system as well as detailed notes in customer file

Skills and Qualifications:

• Excellent written and verbal communication skills in English and French (required)
• Post-secondary degree or diploma in business an asset
• 2+ years experience in a call centre environment or financial services company
• Highly proficient in Excel and other office applications
• Experience with IVR systems an asset
• Excellent customer service skills
• Excellent problem-solving skills
• Excellent oral and written communication skills
• Strong organizational and time management skills
• Strong interpersonal relationship building and listening skills
• Demonstrate professionalism, judgment and integrity in daily operations
• Has proactive approach with the ability to take initiative and work independently
• Ability to work on multiple systems at one time
• Have high attention to detail

Benefits and Perks

Some of the benefits we offer at Intellifi include:

• Health and Wellness Spending Accounts
• Health, Drug, Vision, and Dental benefits
• Paid vacation, sick days, and personal days (in addition to all civil and statutory holidays)
• RRSP Matching Program
• Maternity / Parental Leave Top Up Program
• Discounted gym memberships
• Travel assistance and EAP
• Business Casual dress code
• Company social events + sport teams
• Hybrid work arrangements
• Education reimbursement
• Training and mentoring programs
• And more!

About Us

Welcome to Intellifi, where our mission is “Lending Solutions Simplified”. This is more than tagline for us – it’s our commitment to every customer, business partner and team member.

While we have decades worth of experience and expertise in Commercial Services and Technology, Residential Services, and Residential Technology, we aren’t standing still. From the adventurous start-ups to the established institutions with billions in assets, and to those we have yet to serve, we owe it to our dozens of clients to always be moving forward.

At Intellifi we believe that a culture of innovation, creativity and partnership is what enable us to provide executable end-to-end solutions to the various lenders in the residential and commercial industry in Canada. Where hi-tech meets hi-touch, we are a team of experts providing a selection of technology products and lending operations services that helps create efficiency in loan management for both our clients and their customers.

Equal Opportunity Employer

Intellifi is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations are available on request for candidates taking part in all aspects of the selection process by emailing [email protected].

We want to hear from you!

If you are confident that you would be a strong asset to our team, submit both a cover letter and resume today! We thank all applicants for their time in applying, however we will only contact those selected for an interview. Consideration of applications will begin immediately and continue until the position is filled.