Customer Retention Specialist

About Spring Financial

Founded in 2014, Spring Financial has spent the last 6 years simplifying the lending process for millions of Canadians facing all types of financial circumstances. Spring offers a growing range of financial products and services which currently include personal loans, mortgages, credit cards and secured loans - all of which are made available to Canadians without having to visit a branch! Spring is part of the Canada Drives Group of Companies. Together, the Group provides services to over 1 million Canadians each year. To learn more about the brands in the Canada Drives Group please visit: http://canadadrivesgroup.ca/.

We are high energy entrepreneurs who operate with a real sense of urgency. We have created some of the best in market products and sales processes allowing millions of Canadians to get access to financing online, via text or over the phone – all from the comfort of their own home! To learn more about our products please visit our website here: www.springfinancial.ca.

We offer an unmissable opportunity for an ambitious candidate to step up and fast-track their career growth! We are firm believers in developing our own talent and promoting from within.

Come and discover your potential at Spring Financial!

What you will be doing:

As a Customer Retention Representative, you will be part of the team that takes care our existing portfolio of Spring Borrowers. In this critical front-line role, you will be tasked with handling all types of borrower inquiries through multiple channels including inbound and outbound phone calls, text messages, emails and online chats. Job activities are as follows:

• Attending to inbound and outbound calls, live chats, emails, and text messages (majority of the work with be inbound calls) from current Spring Financial borrowers.
• Providing excellent customer service at each step of the way, taking time with each applicant to clearly answer their questions and provide accurate information.
• Finding and implementing the correct solution for each customer. Whether it is simply adjusting a payment date, processing an early payment or re-structuring loan terms, you will need to thoroughly listen to each customer and find the best solution.
• Helping each customer understand their financial circumstance, their credit file and income, and how that relates to their borrowing options.
• Collaborating with the client care team members as well as the sales team on individual files to find the best solutions for the customers.

What you need to succeed:

The Client Care Representative position is a customer-facing job that involves aspects of both traditional customer service roles and customer education and retention type roles. Candidates applying for this position should be comfortable dealing with situations in which customers can be upset or passionate from time to time. Other job responsibilities include:

• You will need to be on the phone answering calls from a busy queue for the majority of the day.
• You will need to be an excellent listener, a clear speaker (everything is done over the phone), provide information to customers in an easy-to-understand way, and be able to provide industry leading service to our customers.
• After working with each customer, you will be making adjustments in our borrowing system – this will require accuracy and attention to detail. You will need to learn and be proficient with these systems quickly.
• You will need to learn to build rapport with customers, to ask questions, carry on a conversation and be curious. This may not come naturally but you need to be open minded to learning this.
• We will give you lots of feedback. Successful people are able to take feedback and put it into action. This behavior is imperative to success and career growth at Canada Drives.
• You need to be good with computers and technology.

What we offer:

We are offering you an entry level job at one of the most exciting and fastest growing companies in Canada. The majority of our managers started in a similar role and similar wage and now play key roles and are high earners in a growing company - we are big believers in promoting from within and developing our own talent.

• Full training by successful managers (all have done the job themselves) is provided at the beginning of your job and throughout your employment.
• Comprehensive Health Benefits.
• Starting salary of $37,440.