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. 

easyfinancial is our consumer lending business that offers secured and unsecured installment loans of up to $45,000. It is our mission to provide everyday Canadians the path to 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 2,250 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.

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
• Maximum person limit in our branches and stores
• Rigorous hygiene practices in all branch and store 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

We are looking for our next innovative and self-motivated Senior Customer Service Representative to support our existing team.  Come work for a growing company that will ensure you will have the tools to be successful!

JOB DUTIES OF A SENIOR CSR

1. Review and verify accuracy of work by CSRs and authorize account modifications relating to payments, credits etc
2. Review complaint trends and interact with appropriate departments to address recurring and/or escalating issues.
3. Handle point three (tier 2 types of calls) to ensure first call resolution for best customer experience.
4. Handle escalation requests filtering in through the phone, email and chat channels.
5. Support continuous improvement initiatives with regards to company processes and prepare process documents.
6. Provide insights to leaders to inform coaching to Junior CSRs to improve performance.
7. 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
8. Complete initial loan application to generate a QLA and submit to loan specialists ensuring initial required credit standards are respected.
9. 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.
10. Prepare daily EOD reports relating to business channel functions, people and performance

Inclusion and Equal Opportunity Employment

goeasy is an equal opportunity employer. In addition, goeasy is 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 due to a disability 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:

http://goeasy.com/careers/