Escalated Customer Service Representative

JOB DESCRIPTION

The Nationwide Group (TNG) is a pioneer in designing and developing outsourced financial services software, exclusively focused on creating comprehensive and customizable solutions for the real estate industry.

Utilizing world-class technology, TNG delivers solutions to the entire mortgage life cycle through its affiliated organizations.

TNG benefits from a broad product suite, infrastructure, and industry expertise and has transformed the home purchase, sale, mortgage, and refinance process for consumers, lenders, realtors, and mortgage brokers.

POSITION DETAILS :

The Escalated Customer Service Representative (under the direction of the Client Services Senior Manager) is responsible for handling customer inquiries which have been escalated from other Customer Service Representatives in a call center environment.

This individual will be responsible for solving escalated customer complaints while adhering to all necessary compliance issues.

He / she will also be required to attempt to calm and satisfy customers who are unhappy or disgruntled. He / she may help identify and implement process and product improvements through customer recommendations to increase the efficiency, effectiveness, and quality of company operations.

The Escalated Customer Service Representative will be required to provide exceptional customer service in difficult situations to ensure that the result is a satisfied customer.

RESPONSIBILITIES :

• Support client base by answering questions, concerns, technical issues as well as handling customer inquiries and complaints which are escalated from other departments.
• Adapt communication style in order to deliver information effectively to a range of individuals.
• Ensure that customers are satisfied with the issue resolution as well as the resolution process itself.
• Make sure all customer complaints are addressed and handled professionally, leaving the customer with a positive resolution.
• Attempt to calm any irate customers by explaining the situation while attempting to resolve the issue to the best of your abilities.
• Assume responsibility for ensuring corrective actions for customer specifications.
• Analyze problems and make recommendations as to root causes and irreversible corrective actions.
• Relay customer quality improvement suggestions for company products and services.
• Support new product development and continuous improvements by integrating customer feedback and quality control into processes.
• Continuously demonstrate the ability to improve the duration of customer interventions maintaining

all quality measures.

Liaise with the various departments to ensure that you are aware of the incentives and promotions

being offered.

• Identify relevant QA training needs and opportunities.
• Document all calls to provide a record of work completed and to trend recurring issues.
• Ensure that all calls adhere to pre-determined compliance regulations.
• Participate in any required company training.
• Any other duties as assigned.

QUALIFICATIONS :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and / or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential

functions.

Degree or Diploma in computer science, or an acceptable combination of education and relevant

experience required.

• Minimum 3 years of direct work experience in customer service and IT required.
• Ability to explain technical concepts and theories to non-technical audiences.
• Strong evidence of time management skills required, including ability to prioritize data recovery and

repair of system infrastructure above all other duties.

• Able to quickly analyze issues and determine best course of action using available resources.
• High degree of resourcefulness, flexibility, and adaptability.
• Strong negotiation and prioritization skills.
• Effective communication skills with individuals at all levels of the organization.
• Able to effectively communicate both verbally and in writing.

We are committed to providing persons with disabilities equal opportunities regarding all employment activities, including access to jobs and accommodations during employment as required, in accordance with the Ontario Human Rights Code (OHRC) and the Accessibility for Ontarians with Disabilities Act(AODA).