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 :
all quality measures.
Liaise with the various departments to ensure that you are aware of the incentives and promotions
being offered.
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.
repair of system infrastructure above all other duties.
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).