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Customer Service Representative At Borrowell


Toronto, Ontario

Job Description

Borrowell is looking for a self-motivated, organized, and intelligent Customer Service Representative to join us on our mission to help Canadians make great decisions about credit. Reporting to the Credit Operations Lead, you will have the opportunity to work cross-functionally with our Product and Marketing teams. As a Customer Service Representative, you will be a key member of the team helping to drive Borrowell s commitment to our customers.


- Using email, phone, and system-generated messages at present (and perhaps chat, text or other messaging in future):

- Answer incoming questions from customers who are interested in learning more about the free credit score product, our loan product and other product verticals referred to on our website (e.g. credit cards, insurance etc.)

- Help troubleshoot identity verification errors with customers

- Help loan applicants who are filling out the form to get a loan quote

- Help members understand the credit information on their credit report (e.g. what the report is saying about the 3 major items impacting their credit score etc.)

- Help to solve and diffuse complex customer questions and cases and offer solutions based on their needs

- Help educate Canadians in making more informed and smarter credit decisions

Various administration duties for the Credit Operations teams

- Sending and following up on faxes to Equifax for fraudulent accounts

- Ensure customer records and data are kept safe and secure

- Track and update customer reports

- Monitor the Credit Operations inbox for all loan inquiries and applications (uploading income documents, processing loan payouts, processing payout quotes, advising customers on balance inquiries etc.)

- Processing income verification documents

- Upkeep of all internal Customer Service and Credit Operation manuals and procedures

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