Customer Support Representative - Canada

Location: Toronto, ON
Company Name: Finastra

What will you contribute?

We’re incredibly proud of the work we do to support all National Student Loan recipients across Canada. We provide best-in-class service on behalf of our biggest client, the Government of Canada and many Provinces and Financial Institutions. In your role of Customer Support Representative you will join a dynamic team focused on providing a world-class customer experience in every interaction. You will be providing information, support and customer service to students who are interested in/or may have a Student Loan.

Responsibilities & Deliverables:

• Customer Focus : First point of contact responding to a high volume of inbound inquiries; supported by scripted responses and an internal knowledge management system; gains insights into customer needs, challenges and risks
• Communicates Effectively: Speaks clearly, attentively listens, provides timely and helpful information
• Tech Savvy : Ability to learn new tools, technologies and systems building awareness of client policies & programs; capable of navigating screens while type and talk exact verbatim
• Drives Results : Works towards exceeding goals and delivering high quality work; required to meet standard Key Performance Indicators
• Escalate issues following established escalation processes to address customer requirements
• Maintain discretion and confidentiality in handling sensitive information

Requirements:

• Love talking to people and providing solutions; will acquire skills to perform repeatable transactions and services
• Must be comfortable in a structured environment
• Ability to complete background checks including Credit, Criminal, and Public Safety Verification, as well as submit fingerprints to the RCMP for a Government Reliability Clearance.

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The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions. If you need assistance or an accommodation due to disability please contact your recruitment partner.

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