Customer Service & Broker Support Specialist

Explore an exciting opportunity in the insurance sector for our client, where customer service, collaboration, and problem-solving come together in a dynamic mortgage creditor environment. Be part of a close-knit team focused on building strong broker relationships, delivering quality service, and contributing to a positive customer experience in a hybrid work setting.

• Hourly salary of $25-30, based on experience.

• 6-month contract.

• Full-time position: 37.50 hours per week.

• Hybrid work model with 3 days per week in the office.

• Office location in Waterloo, Ontario.

• Set up and support Lender and Broker profiles.

• Provide business support for BSC systems, including AMS and SafetyCatch.

• Provide customer service by phone and email, including managing a shared inbox and responding to broker inquiries.

• Respond to inquiries related to policies, broker compensation, sales tips, product training, and mortgage creditor insurance.

• Troubleshoot issues and escalate them to Production Support as necessary.

• Maintain client relationships and suggest tool improvements.

• Collaborate with the Team Lead, Manager, and other teams on business initiatives.

• Support BSC projects and assist with training new specialists.

• Perform data entry to update sales systems.

• Handle approximately 8 to 10 calls and 40 emails per day.

• Postgraduate education or relevant experience.

• 2+ years of experience.

• Customer service experience.

• Proficiency in Microsoft Office.

• Proficiency in CRM systems such as Salesforce.

• Data entry skills.

• Experience or knowledge of the mortgage or Mortgage Creditor Industry.

• Customer service experience over the phone.

• Bilingual in French and English to support broker communications by phone and email.

• Communication skills.

• Interpersonal skills.

• Analytical skills.

• Customer service orientation.

• Problem-solving skills.

• Attention to detail.

• Ability to manage multiple priorities.

• Ability to work independently and collaboratively.

• Adaptability and flexibility.

Recruit Action (agency permit: AP-2504511) provides recruitment services through quality support and a personalized approach. As part of the screening process, some applications may be reviewed using artificial intelligence tools. Only candidates who meet the hiring criteria will be contacted.