Call Center Representative
Borrowell, Canada
Job Description
About Borrowell:
Borrowell is a Canadian company dedicated to making financial stability possible for everyone. The first to offer free credit scores, Borrowell provides educational resources, monitoring, innovative digital tools and personalized product recommendations to help people feel in control and optimistic about their financial future.
With over 1.5 million members, Borrowell is one of the largest fintech companies in Canada. Borrowell has won numerous awards, including being named one of the top 100 fintech companies in the world by KPMG, ranking 4th on the Deloitte Technology Fast 50 list of fastest-growing companies in Canada, and making App Annie's list of Breakout Finance Apps for 2019.
Borrowell places a high value on building a diverse and inclusive workplace and is proud to have a gender-balanced team. Borrowell was named one of the Top 50 Best Workplaces in Canada (lt;100 employees), as well as one of the Best Workplaces for Mental Wellness, Women and Millennials.
About the role:
Borrowell is looking for a self-motivated, organized, and highly skilled Care Representative to join us on our mission to help make financial stability possible for Canadians. Reporting to the Care Team Lead you will have the opportunity to work with our clients to help them create a stronger financial future by building and strengthening their credit scores while also ensuring they can experience maximum benefits of our products amp; programs via phone, chat, SMS and email support.
Responsibilities:
- Managing a large volume of inbound calls, emails, chat messages from clients about credit balance inquiries, product inquiries and payments details with efficiency and accuracy
- Listening to our clients to help them make more informed and smarter credit decisions, educating them about various products that can meet their individual needs and goals
- Documenting client interactions in Salesforce to create a historical tracking of conversations
- Escalating clients to Team Leads to ensure client satisfaction and issue resolution
- Meeting and exceeding business targets, including customer satisfaction scores
- Ensuring customer records and data are kept safe and secure
- Additional projects as needed
- Work hours: 10:00 AM - 06:00 PM EST
Requirements
- 1+ year of sales or customer service experience, preferably in a call centre environment
- Experience in a start-up environment is considered a plus
- Exceptional communication skills including active listening skills
- Passion for human interaction and engagement
- Salesforce experience is an asset
- Personal finance and lending experience is considered an asset
- Well versed in MS Suite
- Bilingual preferred
Benefits
- The Opportunity - join and have a major impact at a growing company that is helping make financial stability possible for everybody
- Comprehensive Health Benefits - medical, dental, vision, and paramedical health benefits for you and your family
- Additional Health Benefits - virtual benefit offering that allows you to connect with nurses, doctors and mental health professionals
- Maternity amp; Parental Leave Top-up - available to new parents
- Wellness amp; Transit Benefit - $600 annually to spend on a gym membership, daycare, pet care etc.
- Givewell Benefit - 1 paid volunteer day a year to give back to the community
We will be remote-first for all of 2021. After 2021 we may adopt a flexible hybrid working schedule, with some days being in-office and some days working from home
At Borrowell, one of our core values and firm beliefs is that diversity makes us better. If you’re unsure about your qualifications for this position, we’d still encourage you to apply. We’re looking for candidates who have experience but know that not everyone’s had a chance to demonstrate what they can do. What’s most important is that you have a growth mindset and care about helping people with their finances - an area in their lives that causes a lot of stress.
Please note that due to the sensitive nature of the work we do, clearing a credit and criminal record check is a condition of employment.
Borrowell encourages applications from candidates with differing abilities. Please let us know if you require accommodation at any stage in the selection process.