Bilingual Customer Success Representative

Summary

Join Financeit as a Bilingual Customer Success Representative and be the go-to person for Partner and Borrower inquiries, troubleshooting problems, and providing exceptional customer service. You will handle inbound and outbound phone calls and emails, oversee loan payments, and maintain detailed customer information. Responsibilities include posting and reconciling daily financial transactions, adhering to service level agreements, understanding Financeit's services and products, and identifying opportunities to improve customer service. You will also champion the needs of Partners and Borrowers and contribute to special projects. The role requires excellent communication skills in English and French, customer service experience, and proficiency in MS Office or Google Suite. A flexible schedule is needed, including weekend shifts.

Requirements

• Excellent verbal and written communication skills in English and French (required)
• Customer Service experience is required
• Strong multitasking abilities and the capacity to meet deadlines
• Customer-centric mindset with a positive attitude
• Problem-solver who follows through to resolution
• Proficiency in MS Office or Google Suite
• Availability between 1:00 PM – 9:00 PM, Monday to Friday, with an average of 1–2 weekend shifts

Responsibilities

• Provide top notch customer service by resolving Partner and Borrower inquiries via phone (inbound and outbound) and email
• Respond to all inquiries promptly and maintain detailed notes and customer information
• Post, reconcile, and balance daily financial transactions related to loan payments and reversals
• Maintain strict service level agreements associated with payment processing and daily, weekly, and monthly reconciliations
• Understand all the ins and outs of Financeit’s services and products
• Identify opportunities to improve overall customer service experience
• Be an internal champion and voice for our Partners/Borrowers
• Work on other special projects to improve the customer experience

Preferred Qualifications

• 1+ years of experience in financial services or call centre environment is an asset
• Previous experience in payment processing, including cheque and cash handling, considered an asset

Benefits

• An award-winning culture with a collaborative & inclusive team
• Competitive pay
• Remote Work
• Committed to flexible work arrangements, offering hybrid workplace options
• Virtual events such as Lunch & Learns, company parties, fun team activities and charity initiatives
• Career learning and development programs