If you are looking to join one of Canada’s fastest growing companies, goeasy Ltd. is the place for you! Recognized as one of North America’s Most Engaged Workplaces, we want the best and brightest to join our team. We are a publicly traded company on the TSX with over 4000% shareholder return since 2001, goeasy operates two main business units. easyfinancial is our consumer lending business that offers secured and unsecured installment loans of up to $35,000 and easyhome is Canada’s largest merchandise lease-to-own company. It is our mission to provide everyday Canadians the chance for a better tomorrow, today by giving them access to the credit they need and by offering them a second chance when they have been turned down by banks and traditional lenders. With a retail network of nearly 400 locations across Canada and over 1900 employees, we are able to build lasting relationships with our customers as we help them rebuild their credit and graduate towards prime rates and a brighter financial future.
goeasy is seeking a highly motivated Customer Resolution Specialist to join the rapidly growing goeasy team located in our Mississauga Call Center. The incumbent will be the point of contact for any escalation calls from our customers and will be required to resolve these matters in a timely fashion while mantaining a positive customer service experience. 
Working at goeasy during COVID-19:
We are committed to the health and safety of our current and potential employees. Here are some of the things we have done to stay ahead and continue our operations during this pandemic:

Adoption of best practices and protocols to ensure a safe interview and onboarding experience
Continuing to serve our customers through our phone and digital channels
Mandatory social distancing in all of our locations
Rigorous hygiene practices in all locations
Free virtual healthcare access for all permanent employees
Continued partnerships and donations to foundations & causes we care about ie. Boys and Girls Club of Canada
As Customer Resolution Specialist, you will:

Create superior customer experiences by engaging, listening and understanding the needs of potential customers and matching their needs to our lending solutions; demonstrating compassion and empathy toward customers in hearing their story and meeting their needs
Write complaint investigations on easyfinancial and easyhome products and services
Support coordination of root cause investigations in conjunction with our retail branches and call center operations
Identifying complaint patterns and interacting with appropriate departments to proactively address recurring issues
Help manage, monitor and respond to technical support and customer complaints
Support Better Business Bureau activities relating to investigational outcomes such as drafting responses and conducting a review of complaints
What you need to work with us:

1-2 years of experience in a call center or handling escalated issues
Proficient with PCs, Microsoft office, strong keyboarding skills
Ability to multi-task, adapt to change in a fast-paced environment and to work independently (self-motivated)
Be empathetic, compassionate and operate with integrity – really care for customers!
Demonstrate extremely strong communication skills
Must maintain composure and positivity in challenging situations
Must possess excellent problem solving and critical thinking skills
Must be able to communicate concisely with clients and associates
Must be well spoken and confident in knowledge
Flexible working hours  
Bilingual (French/English)

If you are looking to join one of Canada’s fastest growing companies, goeasy Ltd. is the place for you! Recognized as one of North America’s Most Engaged Workplaces, we want the best and brightest to join our team. We are a publicly traded company on the TSX with over 4000% shareholder return since 2001, goeasy operates two main business units. easyfinancial is our consumer lending business that offers secured and unsecured installment loans of up to $35,000 and easyhome is Canada’s largest merchandise lease-to-own company. It is our mission to provide everyday Canadians the chance for a better tomorrow, today by giving them access to the credit they need and by offering them a second chance when they have been turned down by banks and traditional lenders. With a retail network of nearly 400 locations across Canada and over 1900 employees, we are able to build lasting relationships with our customers as we help them rebuild their credit and graduate towards prime rates and a brighter financial future.
goeasy is seeking a highly motivated Customer Resolution Specialist to join the rapidly growing goeasy team located in our Mississauga Call Center. The incumbent will be the point of contact for any escalation calls from our customers and will be required to resolve these matters in a timely fashion while mantaining a positive customer service experience. 
Working at goeasy during COVID-19:
We are committed to the health and safety of our current and potential employees. Here are some of the things we have done to stay ahead and continue our operations during this pandemic:

Adoption of best practices and protocols to ensure a safe interview and onboarding experience
Continuing to serve our customers through our phone and digital channels
Mandatory social distancing in all of our locations
Rigorous hygiene practices in all locations
Free virtual healthcare access for all permanent employees
Continued partnerships and donations to foundations & causes we care about ie. Boys and Girls Club of Canada
As Customer Resolution Specialist, you will:

Create superior customer experiences by engaging, listening and understanding the needs of potential customers and matching their needs to our lending solutions; demonstrating compassion and empathy toward customers in hearing their story and meeting their needs
Write complaint investigations on easyfinancial and easyhome products and services
Support coordination of root cause investigations in conjunction with our retail branches and call center operations
Identifying complaint patterns and interacting with appropriate departments to proactively address recurring issues
Help manage, monitor and respond to technical support and customer complaints
Support Better Business Bureau activities relating to investigational outcomes such as drafting responses and conducting a review of complaints
What you need to work with us:

1-2 years of experience in a call center or handling escalated issues
Proficient with PCs, Microsoft office, strong keyboarding skills
Ability to multi-task, adapt to change in a fast-paced environment and to work independently (self-motivated)
Be empathetic, compassionate and operate with integrity – really care for customers!
Demonstrate extremely strong communication skills
Must maintain composure and positivity in challenging situations
Must possess excellent problem solving and critical thinking skills
Must be able to communicate concisely with clients and associates
Must be well spoken and confident in knowledge
Flexible working hours  

Are you passionate about helping people achieve greatness and unlock their potential, providing examples of high-level efforts in the quality role, have a strong attention to detail and critical decision-making skills? If yes, this position is for you! You’ll join the Call Center Operations Team, where we will work to provide continued growth at the NSSC as well as onboard and train new hires through trend analysis, and call monitoring to name a few.
What will you do as a Quality Assurance Specialist?

Participate in the design and content of QA Scorecards.
Perform call and email monitoring and provide trend data to site management team.

Assist the Team Manager, Performance and Quality Assurance in building and facilitating training for new hires in the NSSC as well as continued education where necessary.
Provide feedback and suggestions to front line team members on how to provide the best possible customer experience and improve their results.
Compile and track QA performance at team and individual level.

Use your voice to advocate for customer and business needs.
Provide actionable data to various internal support groups as needed.
Coordinate and participate in call calibration sessions within the team and with the leadership teams of various NSSC departments.
Provide feedback to the leadership teams of various NSSC departments.
Assist the Team Manager, Performance and Quality Assurance with the completion of various internal tracking reports daily (i.e. Audit Results Report, Training Updates, etc.)
Provide insight and recommendations for changes to existing policies, procedures and/or workflow processes

Assist the Manager, Performance and Quality Assurance with the implementation of new (and changes to any) policies and procedures in a live environment fluidly so that workflow is not disrupted
What are we looking for?

Strong interpersonal communication skills, including coaching, giving clear and direct feedback, and mentoring for continuous improvement.
Expert understanding of the principles of great customer service and best practices in Service, Sales, or Collections and be willing to champion change within the NSSC team.
Reflect a positive and mature attitude towards teammates, peers, other employees
Ability to present to large groups.
High level of computer literacy and strong understanding of NSSC technology for all aspects of the customer experience, Microsoft Office Suite, Salesforce and Wealthview.
Proficient analytical skills to complete quality trending and analysis.
Flexibility to pivot easily with an ever-changing business.
Highly developed oral and written communication skills.
Able to work under pressure and in a fast-paced environment.
Ability to plan, multi-task and manage time effectively while maintaining attention to detail.
Strong problem solving and critical thinking skills.
Able to balance making decisions independently as well as being open minded to other opinions.
Able to interact with frontline team members and management.
Bilingual (French/English)

Are you passionate about helping people achieve greatness and unlock their potential, providing examples of high-level efforts in the quality role, have a strong attention to detail and critical decision-making skills? If yes, this position is for you! You’ll join the Call Center Operations Team, where we will work to provide continued growth at the NSSC as well as onboard and train new hires through trend analysis, and call monitoring to name a few.
What will you do as a Quality Assurance Specialist?

Participate in the design and content of QA Scorecards.
Perform call and email monitoring and provide trend data to site management team.

Assist the Team Manager, Performance and Quality Assurance in building and facilitating training for new hires in the NSSC as well as continued education where necessary.
Provide feedback and suggestions to front line team members on how to provide the best possible customer experience and improve their results.
Compile and track QA performance at team and individual level.

Use your voice to advocate for customer and business needs.
Provide actionable data to various internal support groups as needed.
Coordinate and participate in call calibration sessions within the team and with the leadership teams of various NSSC departments.
Provide feedback to the leadership teams of various NSSC departments.
Assist the Team Manager, Performance and Quality Assurance with the completion of various internal tracking reports daily (i.e. Audit Results Report, Training Updates, etc.)
Provide insight and recommendations for changes to existing policies, procedures and/or workflow processes

Assist the Manager, Performance and Quality Assurance with the implementation of new (and changes to any) policies and procedures in a live environment fluidly so that workflow is not disrupted
What are we looking for?

Strong interpersonal communication skills, including coaching, giving clear and direct feedback, and mentoring for continuous improvement.
Expert understanding of the principles of great customer service and best practices in Service, Sales, or Collections and be willing to champion change within the NSSC team.
Reflect a positive and mature attitude towards teammates, peers, other employees
Ability to present to large groups.
High level of computer literacy and strong understanding of NSSC technology for all aspects of the customer experience, Microsoft Office Suite, Salesforce and Wealthview.
Proficient analytical skills to complete quality trending and analysis.
Flexibility to pivot easily with an ever-changing business.
Highly developed oral and written communication skills.
Able to work under pressure and in a fast-paced environment.
Ability to plan, multi-task and manage time effectively while maintaining attention to detail.
Strong problem solving and critical thinking skills.
Able to balance making decisions independently as well as being open minded to other opinions.
Able to interact with frontline team members and management.