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Customer Success Coordinator-3 month contract At Peoples Group

Location: Montréal, Quebec

Job Description

Are you an expert communicator. Is fantastic customer service your super power? Do you have Fintech or subprime underwriting experience?

Then this is the role for you!

About Peoples Group:

Peoples Group has been providing financial services to the Canadian marketplace for more 30 years with offices in Vancouver, Calgary, Toronto and Montreal. Our focus is on exceeding our customers’ expectations by providing exceptional customer service backed by extensive product knowledge and experience. We believe that people come first, everyone has strengths, and work should be inspiring, challenging, and fun.

When we opened our doors in 1985, we specialized in residential and multi-family mortgage products and providing short and long term guaranteed investment products. Since then, we have significantly grown our team and product lines to provide innovative solutions for our customers, backed by years of industry expertise and rates, which are among the best in Canada.

The Peoples Group Brands:

  • Peoples Trust Company®: As a federally chartered financial institution, and the anchor of Peoples Group, Peoples Trust offers a portfolio of financial products to individuals and businesses. With the needs of our customers in mind, Peoples Trust specializes in providing expertise in mortgage lending and servicing of Conventional, CMHC and Single-Family Mortgages. Our Deposit Services department provides registered products including RRSPs and TFSAs along with short and long-term investment GICs and high rate e-Savings accounts with online banking convenience.
  • Peoples Card Services® – A leading issuer of Visa* and Mastercard® credit and prepaid cards, we are recognized as a pioneer and innovator of card programs in Canada.
  • Peoples Payment Solutions® – Provides a ‘one stop solution’ for Canadian merchants in partnership with sponsored Independent Sales Organizations, Payment Facilitators, and Processors with connections to Visa*, Mastercard®, Discover and Interac.
  • Lendful Financial– Using a leading-edge approval process, Lendful Financial provides unsecured consumer loans to customers who may need an opportunity to improve credit scores, refinance credit card debt or help with home renovations or other expenses.

About this Job:

We are seeking a highly motivated and skilled Customer Success Coordinator with a strong track record in customer service/ admin. This full-time position is a dual role for First Inheritance/Lendful. We are looking for a forward-thinker who can comfortably interpret quantitative and qualitative data and roll up their sleeves to manage all customer interactions as well as the underwriting cycle from when the client request is received, to when pricing is generated, and the loan is disbursed. A proven track record in client experience & sales, and experience working within the financial services market both at the domestic and international level is a plus.

Sound like you? Here’s what you’ll need to demonstrate:

Communication

  • Contact estate lawyers, beneficiaries & customers by phone/email
  • Monitor and manage email inboxes

Customer focus

  • Follow up with customers to request information and documents to complete their file
  • Responsible for acting as a liaison between customers and internal operations team

Problem solving

  • Resolve customer complaints via phone and email

Job specific skills

  • Experience in finance dealing with inheritance/estates/wills is a plus
  • Understanding of a subprime underwriting environment is a huge plus
  • Proficiency in Salesforce.com and Mambu is a plus
  • Strong computer skills, including Excel, Word, Outlook

Organization responsibility

  • Report daily and weekly results on key performance metrics related to sales
  • Keep information on client/loan accounts up to date

Desired Skills:

You’ll have the following experience:

  • 1-2 years in Fintech alternative lending is desired to have experienced the fast-paced, higher risk lending environment
  • 1-2 years experience in inside sales/customer service is required
  • Strong interpersonal, organizational and time management skills
  • Ability to work independently and in a team environment.
  • Adaptable, willing to work flexible hours, and responsive to change
  • Fluent in English and French

Your key responsibilities:

In an ever-changing business environment, you will be agile in seizing opportunities to pioneer ways to meet and exceed your responsibilities:

  • Input referral data into Lending platform
  • Send application to customers
  • Pull customer credit reports
  • Input credit report data into trade line summary
  • Upload & review documents upon receipt
  • Prepare loan documents
  • Upload unsigned loan documents into Lending platform
  • Verify client signatures & banking information
  • Add new customers to Lending platform
  • Customer service

Product Knowledge:

  • Provide information about our products and services to customers

The people you’ll work with:

In this role, you will have the opportunity to work with various teams across the company and directly contribute to the success of your colleagues and interact with the wider Peoples Group team.

Other information you should know:

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Frequent periods are spent sitting and standing in the same location. While performing the duties of this job, the employee may occasionally be required to move about or lift light objects (typically less than 15 lbs.)

Work Environment:

The regular work environment is usually an office setting with conditions typical of an office. The employee may infrequently be exposed to other conditions, such as outside weather conditions. The work environment usually has a quiet to moderate noise level. When there is a business requirement you may be asked or required to work after regular business hours including nights, weekends, and holidays.

Disclaimer:

This information should not be construed as the position’s exclusive standards. Performing other assigned duties is required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. Employees are responsible for knowing and following all company policies and procedures and Federal, Provincial and Local governmental regulations including Occupational Health and Safety requirements while working and representing Peoples Group.

Compensation and Benefits

Competitive salary

Extended Health Care

Paid leave (vacation, personal)

If you are interested in joining our dynamic team, please submit your resume today.

Peoples Group is an Equal Opportunity Employer. Minorities/Women/Veterans/Disabled.


Qualifications

Skills

Preferred

Exceptional Organizational Skills
Expert
Excellent Written Communication
Expert
Excellent Verbal Communicator
Expert
Excellent Time Management
Expert
Excellent Customer Service
Expert
Advanced Microsoft Office
Expert
Adaptable Nature
Expert

Experience

Required

1-2 years experience in inside sales/customer service is required

Preferred

1-2 years in Fintech alternative lending is desired to have experienced the fast-paced, higher risk lending environment
Fluent in English and French