Vacancy Status: This job posting is for an existing vacancy.

Compensation Range: $50,000 - $60,000 Per Year

Use of AI in Hiring: We use artificial intelligence tools to screen and assess applications as part of our hiring process. Human recruiters review all results.

Bilingual (French & English) Customer Service Agent - Resolution Team 1

JOB DESCRIPTION

The Nationwide Group (TNG) is a pioneer in designing and developing outsourced financial services software, exclusively focused on creating comprehensive and customizable solutions for the real estate industry. Utilizing world-class technology, TNG delivers solutions to the entire mortgage life cycle through its affiliated organizations. TNG benefits from a broad product suite, infrastructure, and industry expertise and has transformed the home purchase, sale, mortgage, and refinance process for consumers, lenders, realtors, and mortgage brokers.

POSITION DETAILS

The Customer service agent- Resolution 1 role will report directly to the Resolutions Team Manager. This role will be responsible for ensuring the accurate and timely completion of appraisal request by providing superior customer service to NAS lenders, brokers and appraisers alike. As part of a high-volume team, the Resolution 1 Agent will ensure lenders and appraisers are kept up to date and each request meets all Service-Level-Agreements.

RESPONSIBILITIES

Core duties and responsibilities include the following. Other duties may be assigned.

• Thoroughly review and process appraisal requests in new, accepted, appointment, Credit Pending status via the NAS appraisal management platform. Work assignment will be assigned and monitored by the team lead, and Resolutions Team Manager.
• Effectively communicate with lenders and appraisers by providing status updates, and client support. Ensuring the proper holds times are placed in accordance with business requirements
• Responsible for ensuring each request handled is in accordance with all department policies and procedures as outlined by Senior Management. Thoroughly review each request - understanding special directions as well as client and appraiser comments to ensure they adhere to SLA, Lender requirements, and appraiser lists.
• Effectively communicate with management and cross-functional teams to ensure the timely completion of all requests within company-stated Service-Level Agreement.
• Immediately responding to delayed files identify and escalate priority issues to the appropriate departments, Team Lead or Manager as per department guidelines.
• Meet all applicable departmental and employee level metric requirements; (i.e. length of resolution time, hourly file output, quality requirements, call volumes etc.).
• Maintain knowledge of and adhere to all organizational policies including but not limited to, data, security and health & safety polices.
• Other duties as assigned

COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies: Interpersonal

 Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

 Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.

 Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.

 Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.

 Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

 Organizational support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.

Self-management

 Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.

 Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.

 Quantity - Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly.

 Attendance/Punctuality - Consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.

 Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.

 Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Strongly Preferred: Bachelor’s degree (ABA.) or equivalent from two-year College or technical school; or one year related experience and/or training; or equivalent combination of education and experience.

• 1 year of experience in one of the following industries; business to business services, mortgage processing sector, call center/customer service environment, or professional data entry services

• Students/Graduates of the RPA/RPAA and Professional Mortgage courses programs are highly desired.

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

• Excellent communication skills - verbal and written fluency. French and/or Spanish is an asset Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Computer Skills

To perform this job successfully, an individual should have knowledge of; Internet Software; Spreadsheet Software (Excel); Electronic Mail Software (Outlook); Word Processing Software (Word); Presentation Software (PowerPoint); Call Management System considered asset.

Other Qualifications

 Must be available to work a variety of shifts between 8am–9pm Monday to Friday and occasional weekends (Saturday 12pm-4pm).

 Must have the ability to focus for long period of time with strong attention to details; remains energized and focused in a fast-paced and evolving environment Physical Demands:

We are committed to providing persons with disabilities equal opportunities regarding all employment activities, including access to jobs and accommodations during employment as required, in accordance with the Ontario Human Rights Code (OHRC) and the Accessibility for Ontarians with Disabilities Act (AODA).