Loan Servicing Specialist

This is a challenging role that requires accuracy while maintaining SLA targets in a fast-paced environment. Rotational support is required as we cover all hours across Canada. 

Responsibilities:

• Manage Salesforce tickets, collections support and other various duties as required
• Handle ticket escalations during operating hours (weekdays and weekends)
• Liaise with the Retail Network to identify potential opportunities for training and process improvement
• Providing customer service, coaching and support to the retail network
• Processing adjustments to customer’s loan accounts as required – frequency changes, due date changes, interest waives, NSF fee waivers, loan voids, etc. within established SLA’s
• Providing back up coverage to other peers within the Central Operations Department
• Ensure that the systems are used to their full capacity and constantly seek improvements, modifications and changes to further improve the efficiencies of the organization
• Ensuring all processes/and or tasks are fully documented and/or maintained. Meet and or exceed SLA's as defined
• Any administrative and customer service support as required for the Indirect Channel

Key result areas:

• Meet and or exceed SLA's as defined
• Ensuring all processes/and or tasks are fully documented and/or maintained
• Ensure that the systems are used to their full capacity and constantly seek improvements, modifications and changes to further improve the efficiencies of the organization

Qualifications:

• 1 - 3 years’ experience within the Financial Services Industry in a related role
• Intermediate experience working with Microsoft products, specifically: Word, Excel & Outlook, Basic Accounting knowledge (asset not mandatory)
• Analytical and problem-solving skills
• Ability to think outside the box
• Excellent attention to detail and accuracy, as well as the ability to meet critical deadlines in a timely and effective manner
• Experience working in a fast-paced environment Able to work as part of a team and independently with minimum supervision
• Ability to multitask Adapts well to change Exceptional communication skills (both written and verbal English)
• Able to work under pressure and meet tight deadlines
• Ability to make decisions independently
• Capable of managing multiple tasks at once and prioritizing work
• Ability to create a sense of urgency in work and react quickly and appropriately to problems at the store level

Working conditions:

• Operating hours are 8:00 am to 11:00 pm, Monday to Friday, 8:00 am to 8:00 pm Saturdays and Sundays 12:00 pm to 8:00 pm.  These hours are subject to change based on our business requirements
• Fast-paced, multiple priority environment
• Considerable computer and telephone usage