Customer Support Representative (6-Months Contract)

Vault Home Credit Corporation (DBA VaultPay)– Toronto, ON

Vault Home Credit Corporation (VaultPay) simplifies the consumer financing process between our Partners and Homeowners by providing flexible and easy-to-use financing options for home improvement projects. We are seeking a motivated and customer-focused Customer Support Representative
to join our Toronto team.

VaultPay offers a competitive salary and a fun, professional working environment.

This is a 6-month contract position, Monday to Friday, with shifts scheduled between 8:30 AM – 5:00 PM EST and 11:30 AM – 8:00 PM EST.

Duties and Responsibilities

• Professionally respond to incoming calls and emails, resolving customer and partner inquiries or complaints in a timely and positive manner. Return calls within a two-hour timeframe.

• Provide support to customers and partners through phone queues, Intercom messaging, and email.

• Accurately record customer inquiries and interactions in the internal database and escalate issues when necessary.

• Process customer payments.

• Investigate and resolve discrepancies or issues related to customer accounts.

• Liaise with internal teams, external partners, and customers regarding loan documentation and account details.

• Complete administrative activities related to customer support, including accessing information and communicating transaction details.

• Work cross-departmentally to resolve issues such as credit disputes or technology concerns.

• Assist with auditing transactions and addressing deficiencies, including requesting updated documentation where required.

• Support additional tasks and responsibilities as needed.

Qualifications / Requirements

• 1+ year of leasing or finance experience preferred, OR
• 1+ year of experience in a call centre or contact centre environment
• Proficiency in Microsoft Word, Excel, and Outlook
• Strong customer service and contact management skills
• Ability to manage multiple priorities within tight timeframes while maintaining accuracy and attention to detail
• Strong time management and organizational skills
• Excellent judgment and problem-solving abilities
• Ability to quickly learn new systems and processes
• Excellent verbal and written communication skills
• Positive attitude, highly motivated, and able to work both independently and within a team environment
• Confident and professional when interacting with customers, partners, and colleagues

We thank all applicants for their interest. Only candidates selected for an interview will be contacted