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Complaint Resolution Specialist (Call Center)


National Contact Centre
Mississauga, Ontario

Complaint Resolution Specialist:

 

Easyfinancial services offers personal loan services across Canada. We strive to deliver high-quality service and great customer experiences, all while making financial services more accessible. We pride ourselves on our commitment to our employees; competitive salaries, incentive plans, benefits and unlimited advancement opportunities.  If you excel in a fast-paced, ever-changing environment with dynamic and challenging results-driven work, your career possibilities at easyfinancial services are endless. 

 

Are you looking to make a positive impact on the business?

Are self motivated with a high degree of initiative and energy?

Are you passionate about customer experience?

If you answered YES, This role is for you! 

As Complaint 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  
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