Senior Customer Service Representative

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 to join our team. 

We are looking for our next innovative and self-motivated Senior Customer Service Representative to support our existing team. 

As a Senior Customer Service Representative, you will:

• Review and verify accuracy of work by CSRs and authorize account modifications relating to payments, credits etc
• Review complaint trends and interact with appropriate departments to address recurring and/or escalating issues.
• Handle point three (tier 2 types of calls) to ensure first call resolution for best customer experience.
• Handle escalation requests filtering in through the phone, email and chat channels.
• Support continuous improvement initiatives with regards to company processes and prepare process documents.
• Provide insights to leaders to inform coaching to Junior CSRs to improve performance.
• Assist customers by identifying needs, explore all options available and propose a solution to financial goals such as debt management, insurance claim procedures other account modifications
• Complete initial loan application to generate a QLA and submit to loan specialists ensuring initial required credit standards are respected.
• Acts as a liaison between the Service department and other departments such as the Fraud team for credit related issues and the Marketing team for up to date timelines on promotional offers execution.
• Prepare daily EOD reports relating to business channel functions, people and performance

What you need to work with us:

• Experience in a customer-facing measured work environment considered an asset
• 1-2 years’ Experience in a call center environment
• Excellent written and oral communication skills with the ability to create memorable customer experiences
• Achievement and results-oriented with a positive attitude
• Empathetic, compassionate and operate with integrity – really care for customers!
• Proficient with Microsoft office software (Excel, Word, and Outlook), strong keyboarding skills and an ability to learn and master new software programs
• Ability to multi-task, adapt to change in a fast-paced environment and to work independently (self-motivated)
• Bilingual (French is an asset)

Diversity, Inclusion, and Equal Opportunity Employment

At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. This means that we are committed to cultivating and preserving a work culture where we celebrate who we are, where everyone feels seen and heard and where every employee can fulfill their potential. As an equal opportunity employer, we are committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Canada. Please let us know if you require an accommodation during any aspect of the recruitment process and we will work with you to address your needs.

Additional Information:

All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire.  Candidates must provide schedule flexibility to ensure that the location’s hours can be covered to meet our customer’s needs – details by location will be discussed in the interview process. 

We thank all interested applicants; however, we will only be contacting those for interview who possess the skills and qualifications outlined above.

Why should you work for goeasy?

To learn more about our great company please click the links below: