Customer Service Specialist (Call Centre)
Toronto, ON

Passionate about customer service? Experienced in the mortgage industry? Looking for a team-oriented, fast-paced environment to grow your career? Look no further – join our CMLS team as a Customer Service Specialist (CSS) today.

As an important first line to our customers, you will be responsible to deliver exceptional customer service by understanding and fulfilling our customers everyday mortgage needs through a variety of channels (inbound and outbound calls, email, chat).

About the role:

• Maintains and builds positive customer experiences by providing exceptional customer service
• Adheres to verification processes to ensure protection of private information
• Maintains a thorough knowledge of mortgage products and services
• Quickly and accurately completes transactions within Service Level Agreements (SLAs)
• Ensures documentation and guidelines of policy/procedure are followed, and captures detailed notes in customer files
• Manages and resolves customer concerns or issues
• Promotes and supports customers with our self-serve Customer Portal (i.e., registration, navigation, password management)
• Ensures adherence to schedules to support team coverage
• Collaborates with, and connects customers to specialized departments, as necessary

This role is for you if you have:

• Post-secondary degree or diploma in business an asset
• 1 - 2 years in residential mortgage administration or financial services
• 1 – 2 years in customer service
• Highly proficient in Microsoft Office products (Outlook, Word, Excel, SharePoint, Teams) and other office applications
• Bi-lingual (English and French) is an asset (both verbal and written)
• Call Centre experience an asset
• Exceptional customer service skills
• Strong interpersonal relationship building and listening skills; ability to defuse conflict when needed
• Strong analytical and problem-solving skills
• Excellent oral and written communication skills
• Strong organizational and time management skills
• Demonstrates professionalism, judgment, and integrity in daily operations
• Has proactive approach with the ability to take initiative and work independently
• Strong computer and digital literacy skills, ability to work on multiple systems at one time
• High attention to detail

Who are we?
We are Canada’s Mortgage Company. Established in 1974, CMLS Financial is one of Canada’s largest, independently owned mortgage services companies. We have over 45 years of experience, 20,000 clients, $25 billion in assets under administration, and offices coast to coast. Some of Canada's most prominent banks, investment managers, insurance companies, and pension funds rely on CMLS Financial for a variety of critically important mortgage services. What sets us apart is our customer forward approach. Building on our solid foundation of financial strength and experience, we continue to deliver unparalleled capital and residential solutions for all our clients needs.

You will love working here
Employees tell us that they love that we strike the balance in creating an incredibly professional, yet dynamic and enjoyable corporate culture. We work in a fluid and fast-paced environment that is supportive of energetic and motivated individuals who pride themselves on being flexible and results-driven. Business is booming and that means that our employees get valuable exposure, lots of learning opportunities, and can truly have an impact on our business. We are committed to providing our people with a challenging and rewarding career because our employees are what set us apart and we know it.

We want to hear from you!
If you are confident that you would be a strong asset to our team, submit both a cover letter and resume today! Be sure to tell us why you believe yourself to be a perfect fit! We thank all applicants for their time in applying, however we will only contact those selected for an interview. Consideration of applications will begin immediately and continue until the position is filled.