Position Title: Portfolio Services Analyst
Est. Start Date: August 19th and Jan 18th
Length of Contract: 6- 12 months
Possibility of Extension: Yes
Possibility of FTE: Yes
Physical Work Location: 5750 Explorer Drive, Mississauga, ON
Hours of Operation: Mon-Fri 8:30-5 (OT possible every now and then, usually around quarter/year end)
Is this role remote?: Hybrid
(Bilingual - English and Quebec French)
Role Mandate: This team manages customer inquiries for asset-based equipment finance leases and loans. Acting as the first line of response for customer care, the team will either manage service requests directly or direct customers to the appropriate channel for assistance/solutions.
Role Responsibilities:
Provides day-to-day delivery of critical lending operations processes including loan administration and servicing activities. Supports the execution of payments, transactions, service requests, administrative activities and processes and fulfillment of stakeholders inquiries/requests within relevant service level agreements. Collaborates with stakeholders to promote efficient and effective processes and work flow, establish positive working relationships across the organization and to achieve business results and deliver the intended customer and employee experience. Lending operations includes specialized operations processes and activities for mortgages, consumer lending products, leasing and/or commercial lending products.
• May function as a problem-solving resource for team members.
• Provides accurate and timely processing of service requests, transactions, activities, etc. within relevant service level agreements and in accordance with established policies, processes and procedures.
• Provides accurate, consistent, knowledgeable responses to stakeholder questions and requests.
• Follows documented policies and procedures to execute day to day transactions, activities, processes and ensure all Service Level Agreements(SLAs) are met.
• Checks and reconciles information and documentation to ensure accuracy and completeness.
• Identifies and resolves discrepancies in accordance with standard procedures.
• Performs administrative tasks such as distributing/collecting/filing/etc. documentation and information.
• Data enters, reviews and verifies loan information and documentation for processing and/or further handling.
• Manages documentation to ensure that records are maintained in a proper manner.
• Analyzes data and information to provide insights and recommendations.
• Communicates and collaborates with internal and external stakeholders in order to deliver on business objectives.
• Develops and maintains effective relationships with internal & external stakeholders.
• Collaborates in development/implementation of new processes/systems and changes/improvements to existing systems and processes.
• Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
• Analyzes issues and determines next steps.
• Broader work or accountabilities may be assigned as needed.
Must-Have Skills:
• Bilingual (fluent) – 1 of them
• Customer service experience (3 years min)
• MS Office experience (including Excel)
• Strong communication skills
Nice-to-Have Skills:
• Experience in financial services (ideal)
Interviews:
2 round via Teams (camera on)(Candidate must be in professional attire) , French assessment WILL be conducted if they are French speaking.
First round with Hiring Manager and second round with her boss