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Bilingual Customer Service Specialist

Home Trust Company

This is a Contract position in Toronto, ON posted January 29, 2021.

Company Profile

Home Trust is Canada’s leading alternative mortgage lender, employing nearly 1,000 people in our Toronto headquarters and branches across the country. Our vision is to be Canada’s market leader in alternative-based financial services solutions. Building on the strength of our core residential mortgage lending business, the Company and its affiliates also offer complementary lending services and competitive deposit investment products through Oaken Financial, PsiGate, and Home Bank. Our culture has been shaped by the passion and integrity of our people, and we are guided by our mission and belief that every Canadian deserves a home and the opportunity to prosper. Home Trust is a wholly-owned subsidiary of Home Capital Group, which trades on the TSX under the symbol HCG.


The Operations Team manages the administration of business practices to create the highest level of efficiency possible within the organization. The group is concerned with delivering the products and services as efficiently as possible to maximize profit. The Operations team oversees people, equipment, technology, information and all other required resources in the delivery products and services. It is also responsible for driving operational excellence and supporting key business objectives while fostering a culture of respect, trust and integrity.

Position Responsibilities

Customer Focus & Service Excellence 50%

  • 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; Visa and Deposits clients or brokers in the inbound call centre
  • Take appropriate steps to maintain compliance and procedural adherence to achieve department standard for quality monitoring (both Procedures and Compliance) Goal:  to achieve Ave score 96% or higher
  • Achieve meeting expectations for all quality monitoring (70% + behaviours)
  • Maintain the below key metrics within departmental standards:
  • Average Handle Time
  • Make Busy times
  • Schedule Adherence- Agents to adhere to break and lunch schedule to ensure Service level % are achieved


Revenue Generation 35%

  • Capitalize on cross-selling opportunities with particular attention on business retention and revenue generation
  • Accurately submit ELVs and  Mortgages applications to DCS
  • Promote secured Visa retention to existing client by providing Interest Rate Reviews and rate changes (monthly/ annual fee program)


Risk Management and/or Compliance 15%

  • Ensure CC policies and procedures (i.e., privacy protection, AML) are followed when servicing clients and performing account maintenance and
  • Perform financial adjustments and non-financial maintenance when necessary to ensure that customer and business expectations are met
  • Ensuring all client and sensitive account information is properly managed and disposed of (clean desk policy, shredding, keys for cabinets and making sure they are locked when leaving office, locking computers when leaving workstation)
  • Adhering to applicable compliance obligations, including Privacy, Anti-Money Laundering/Anti-Terrorist Financing and internal Anti-Fraud Policy requirements, must remain the over-arching focus in carrying out one’s responsibilities

Formal Education

  • Post secondary degree or diploma required (University degree preferred) in Business or equivalent
  • Certification(s)/Designation(s) preferred in related area

Related Experience

  • 1-2 years inbound call centre experience
  • Working knowledge of mortgages and credit cards preferred
  • Solution-focused, takes initiative to work effectively within established guidelines
  • Strong organizational, time-management and attention to detail
  • Able to multi-task and flourish in a fast-paced, deadline-driven work environment
  • Good written/verbal communication (fluent in both French and English), and professional maturity
  • Good knowledge of MS Office
  • Strong interpersonal relationship building and listening skills
  • Proven ability to work both independently and collaboratively within a team environment
  • Able to multi-task and flourish in a fast paced, deadline-driven work environment
  • Consistently demonstrates and reinforces organizational values
  • Understands Home Trust Company’s lending criteria and culture


    Position Complexities

    • Bilingualism an asset
    • Able to work flexible hours as required to service markets


    All employees of Home Capital Group Inc. must comply with all applicable Home Capital Group Inc, Home Trust Company, and specific Line of Business policies, standards, guidelines and controls.  Additionally, all employees are obligated to become familiar with Home’s risk management framework and understand the operational risk management requirements within their specific business.  Employees are also expected to understand and comply with the Company’s Code of Business Conduct & Ethics Policy at all times and escalate any issues or concerns through various reporting channels (i.e. Ombudsman, Compliance Hotline, Whistleblower Policy, etc).