About Laurentian Bank Financial Group Founded in 1846, Laurentian Bank Financial Group is a diversified financial services provider whose mission is to help its customers improve their financial health. The Laurentian Bank of Canada and its entities are collectively referred to as Laurentian Bank Financial Group (the "Group" or the "Bank"). With more than 3,200 employees guided by the values of proximity, simplicity and honesty, the Group provides a broad range of advice-based solutions and services to its personal, business and institutional customers. With pan-Canadian activities and a presence in the U.S., the Group is an important player in numerous market segments.
The role is to fill under LBC Tech a subsidiary of the Laurentian Bank Financial Group. The Client Relationship Representative is responsible for contacting new customers that have recently been funded on our system. The incumbent will review and confirm payment information, property taxes, fire insurance, interest adjustments and other pertinent information as required to ensure client has a deep understanding of their product with us. The individual coordinates, executes and manages an outbound call program built to effectively retain customers through a positive relationship building, listening to concerns, addressing and solving issues, and educating on available products and services. In addition, the individual is responsible for clarifying information while providing superior customer service to clients regarding products and services administered by the Bank and Dealer Services. The incumbent must adhere to established quality and performance service standards. The incumbent is required to make outbound calls to mortgage clients seeking to negotiate a blend and extend mortgage rate. The rate is obtained from underwriting and then the employee is required to communicate and handle any objections that are brought forth by the client.
º Make outbound calls to Laurentian Bank clients, except those based in Quebec, regarding the Bank and Dealer Services products, while adhering to quality and performance service standards º Generate a high volume of outbound calls to newly funded customers to complete Welcome Calls. º Completes work with a limited degree of supervision. º The incumbent acts as an informal resource for colleagues with less experience while also acting as a mentor and leader of an Academy Bay. º Review and identify potential suspicious activities and report them to management accordingly. º Identifies key issues and patterns from work flow data received. Able to analyze trends and make recommendations which are brought back to the business for process improvements. º Promptly actions newly funded clients by contacting the consumer to review and confirm all pertinent information. º Sense of urgency and time management skills to ensure client files are efficiently managed from inception to successful conclusion. º Effectively manage client escalations ensuring appropriate resolution is achieved through close collaboration with internal stakeholders. º Assist with client transfer program, review asset lists and forms, track and compensate transfers, proactively resolve any issues or delays and provide reporting. º Provide information to new clients on best practices for doing business with the Bank and Dealer services, including an orientation to all available online tools º Resolve client requests through close collaboration with internal stakeholders, such as Credit Officers, Administration Officers, or Business Development staff. º Demonstrated effective sales skills in order to build rapport with clients, brokers, advisors for potential upselling and cross-selling future opportunities º Ability to multi-task and manage the administrative details and relationships of multiple client files simultaneously º Develop, implement and monitor performance plans for effectiveness and adjust accordingly to ensure desired outcomes. º Maintain required contact management and activity management records and systems as required by the company. º Acts as an information and problem-solving resource for other employees in the department. º Work closely with internal clients, to improve the flow of information and implement any procedural changes. º Assist in coaching and providing assistance to team members. º Explain and ensure compliance with current legislation, Bank policies, programs, and procedures, as well as industry and Revenue Canada standards for clients. º Review and respond to written inquiries from clients, compile and distribute data for resolution of client issues, and escalate issues that are beyond their scope. º Keep abreast of new product information and promotions, organizational policies and procedures, industry standards and trends, as well as Revenue Canada legislation. º Contribute ideas to promote efficiency and a higher standard of service within the Department. º Assist the Manager with quality assurance and metrics reporting tasks, as required. º Participate in special projects and carries out any other similar or general task at the request of their superior or that may be required by their function.
º University Degree or College Diploma in a related field and 3 - 5 years' experience in client and advisor relationship management, preferably in an outbound environment within a financial institution. or º Has full proficiency gained through job-related training and work experience of at least 3 financial products either Investment Lending, RSP's, Dealer Services, Mortgages, Digital Operations, Deposit Products º Experience managing escalations required. º Bilingual (French/English) verbal and written communication skills are an asset. º Ability to work independently and as a team player concurrently. º Proven ability to meet/exceed weekly goals and objectives. º Strong telephone manner must be articulate, professional, polite and have demonstrated listening skills. º Strong typing/keyboarding skills; accuracy essential. º Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values and best practice. º Superior ability to evaluate information from customers and implement the appropriate approach to attain a mutually beneficial resolution. º Experience with quality assurance and metrics reporting an asset. º Expert knowledge of company policies and mortgage products. º Sound listening skills in order to address customer's needs, ability to anticipate needs or problems before they arise; ability to problem solve and efficiently find solutions. º Knowledge of credit and underwriting practices is an asset. Special Condition: Must be available to work flexible shifts.
We welcome and encourage applications from individuals from all groups, including aboriginal, women, visible minorities, and persons with disabilities, regardless of race, ethnicity, sexual orientation, creed, family status, national origin, age and gender.
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