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Bilingual Customer Service Representative

Kitchener, ON

Post Date: 04/13/2018 Job ID: 8376 Type: OS - Office Services

Dean Group is recruiting permanent Bilingual French/English Mortgage Service Representatives for a reputable client in Kitchener. These are permanent full time positions and hours of work will be 10:45am - 7:15pm Monday to Friday. Salary range is $40,000.00 - $45,000.00. 

This position is responsible for contributing to the success of the organization by servicing existing mortgage accounts, identifying and protecting the mortgage asset and customer base for our investors.  The mortgage servicing representatives are vital in promoting a professional image to all customers, while building and maintaining quality customer relationships.  They are responsible for performing servicing aspects of mortgage accounts, while managing the expectations of the customer, via toll free telephone calls and/or e-mail.

Job Description:

  • Be the first point of contact for customers inquiring about their current mortgage needs.
  • Responsible for answering 50 – 100 customer inquiries a day.
  • Identify and analyze to ensure complete understanding of the customer’s need.
  • Provide accurate information and refer customer’s inquiry to relevant mortgage procedures, policies and/or principles.
  • Respond to inquiries / needs, decide upon the most appropriate solution available from a variety of options, taking into consideration the situational factors and existing procedures and policies.  May be required to adapt the solution to suit the circumstances.
  • Recommend appropriate solutions, products and / or alternative options to resolve customer needs.
  • To answer customers’ inquires promptly and in timely manner.
  • Regularly keep self-up to date on knowledge of new products, procedures, organizational changes, and systems. 
  • May be required to handle difficult conversations, while maintaining positive customer relations.
  • Be prepared and available at all times through shift to service customers and their needs.
  • Deliver quality service, to ensure a positive experience and customer satisfaction.
  • Identify opportunities to sell ancillary products to borrowers and create leads

Job Requirements:

  • Bilingual French/English
  • Available to work in Kitchener Waterloo area 
  • Able to work full time 40 hours a week
  • Excellent time management skills
  • Desire to learn
  • Completion of post-secondary education
  • Ability to foster relationships
  • Good telephone manner
  • Ability to multi task
  • Previous Customer Service Experience
  • Self-driven

If you are interested in this exciting opportunity please submit resume to  

DEAN Group is in compliance with the Accessibility for Ontarians with Disability Act (AODA), 2005 and will, upon request, provide the information in this communication or documentation about our services in a format that takes into account a person’s disability.

All Dean Group staff are fully trained and have established a Customer Service Standard in an effort to ensure that our office provides excellent customer service for all, including those with disabilities.

DEAN Group is pleased to assist those who may require specific accommodations due to a personal disability. We would ask that those who require assistance to notify our offices as soon as possible if accommodation is necessary.


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