Bilingual, Reverse Mortgage Account Specialist (FR/ENG)

The Core Responsibilities!

• Be the first point of contact via phone or written channels for potential new reverse mortgage direct to consumer (DTC) customers, providing an exceptional customer experience during each interaction.
• Identify potential leads by facilitating high level qualification for our product and meeting the unique needs of our senior clients.
• Meet expectations regarding call quality, compliance, and customer service standards and seniors code principles.
• Make outbound calls to potential customers, diligently following up at the agreed upon cadence, to ensure contact is made in a timely manner.
• Maintain records of customer interactions and distribute leads to the Sales Team.
• Booking of appointments through Outlook Calendar and/or Calendly for potential clients with DTC sales team.
• Responsible for meeting daily activity metrics and entering communication activities into Microsoft Dynamics (CRM) including qualifying, non qualifying, and disqualifying leads.
• Support management by capturing customer feedback.
• Provide accurate information regarding our products and services.
• Fulfill customer expectations in a way that also complies with policies and procedures.
• Participate in activities designed to improve customer satisfaction and business performance.
• Support existing customers through their reverse mortgage inquiries by identifying customer needs and providing appropriate options and solutions.
• Process various updates to the mortgage account such as borrower contact information and requested account changes.

Let's Talk About You!

• Must be fluent in French and English for both verbal and written communication.
• Demonstrates exceptional customer service skills, both verbal and written.
• Minimum of 2 years experience in a fast-paced customer service environment, in the finance and/or mortgage industry.
• Sound knowledge and understanding of the Mortgage Industry’s current regulations and trends.
• Excellent time / priority management, analytical and problem-solving skills.
• Ability to work under pressure and meet tight deadlines.
• Working knowledge of MS Office and Office 365.
• Post-secondary education (business or marketing diploma).
• A team player, who supports a collaborative work environment.
• Dedicated to sharing of ideas and working with like-minded individuals.
• Knowledge and experience with Reverse Mortgages are an asset.