Inbound, Customer Service
DH Corporation
Mississauga
26d ago

WHY DO WE LOVE COMING TO WORK EVERY DAY?

With over 10,000 superstars across 48 different countries globally, it is hard not to be inspired every single day. At Finastra we celebrate in global knowledge sharing, diversity and an opportunity to make a difference for each other and for our customers .

We are on a journey. After bringing two global Fintech leaders together in June 2017, Finastra has truly recognized the opportunity and power we have, by combining our expertise, successes and passion together.

Whether it is in a collaboration hub or innovating with colleagues across our global landscape, we are one team creating a network of talent and creativity in a stimulating environment, to do what we can to make a difference for our customers .

Our people are leaders in their role and are always looking for new ways to help our customers grow, compete and optimize their business.

From a graduate Software Engineer to an experienced Sales Executive we are looking for personal leadership and people with the appetite to understand the markets and customers we serve.

We drive innovation that challenges the status quo and feel proud of the positive differences that we make every day. We recognize talent and provide a work environment where leaders can drive results , develop and grow their careers.

Success is what you do, success is what we achieve, together.

The future of Finance is open combine your talents with Finastra opportunities to create an exciting career with us.

For more information, visit Finastra.com

Inbound Customer Service

The primary role of this position is to handle calls from new, potential and existing Student Loan borrowers on an inbound queue, while exceeding expectations with a superior customer experience.

The role is required to educate and assist students and Educational Institutions with questions regarding Student Loan eligibility and how to apply.

Provincial Student Loans Program clients that are serviced by this role are Alberta and British Columbia. Each client has a unique inbound platform for student inquiries.

  • This is a full Time position, with paid training. It also includes a bonus structure, vacation and immediate benefits.
  • Flexibility to work during hours of operation of 6 : 30 a.m. to 11 : 00 p.m. Monday through Friday
  • Ability to work all assigned shifts, they have potential to change as shifts bids are conducted on a quarterly basis based on performance.
  • Ability to work overtime, as per business needs
  • Additionally :

  • Identify student needs and analyze their eligibility. Discussions would be related to residency, program of study eligibility, award limits and how to apply for both Full-
  • time and part-time Federal and Provincial Student loans and grants. Designation of schools, Apprenticeship and Scholarship inquiries are also part of the role.

  • Maintain knowledge of product and process changes through active management huddles and user guide.
  • Required to meet standard call center Key Performance Indicators including Call Quality, Average Handle Time, and Schedule Adherence
  • Positive representation of Finastra values in all interactions with the customer to provide a world class experience
  • Use discretion and maintain confidentiality in handling sensitive information. Understand the importance of escalating issues for resolution following established escalation processes
  • Document, summarize and update the Students Finance Systems for all activity as agreed to with student at point of contact
  • Experience :

  • Open to entry level applicants
  • 1-2 years progressive experience in a Call Centre, Customer Service or Telemarketing environment would be an asset
  • Completion of High School diploma
  • Ability to successfully complete background checks including : Credit, Criminal, references and Government Reliability Clearance -
  • Fingerprints are required to complete the Government Reliability clearance.

    Skills and Knowledge :

  • Demonstrated oral and written communication skills
  • Computer proficiency and keyboarding skills with the ability to type quickly and accurately and navigate with ease
  • Exceptional attention to detail and the ability to work with minimal supervision
  • Excellent problem solving skills and ability to think quickly and logically
  • Ability to handle complex calls, as they arise, in a professional demeanor.
  • Strong aptitude for learning new systems and technologies with the ability to integrate
  • Li-CC1

    The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If you need assistance or an accommodation due to disability please contact us at 800-274-7280.

    The Future is Collaborative . The Future is Open. The Future is Now.

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