Job Description

Who are we?At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.We are looking to add passionate customer driven, professional and enthusiastic bilingual members to our dynamic team. The primary role of our bilingual agent position is to handle inbound calls from existing and potential customers in English and Quebecois French, while exceeding expectations with a superior service experience. The role is required to educate and assist borrowers with loans in good standing, as well as motivate and counsel borrowers with delinquent loans on behalf of AFE Government of Quebec. Our Bilingual agents will be accountable for service levels and quality of calls within a team-driven and fast-paced work environment.:

• Identify borrower needs and analyze their financial capacity. Provide customized solutions and information on debt management options
• Achieve individual productivity targets as assigned, contributing to inbound service target adherence as well as overall client-driven repayment success measures. (KPIxe2x80x99s include: Call Quality, Average Handle Time, and Schedule Adherence)
• Positively represent Finastra in all interactions with borrowers through professionalism and creating an exceptional customer experience.
• Use discretion and maintain confidentiality in handling sensitive information. Understand the importance of escalating issues for resolution following established escalation processes
• Hours of operation 8:00 a.m. to 5:00 p.m. Monday through Friday
• Minimum expectation of 30 hours per week, the average weekly schedule is 37.5 hours per week, however must be available to work up to 40 hours and the ability to work overtime as needed.

Experience:Entry level bilingual candidates, and new grads encouraged to apply1-2 years progressive experience in a Call Centre, Customer Service or Telemarketing environment an assetCISCO phone system experience an assetAbility to complete background checks including: Credit, Criminal and Reliability ClearanceCompletion of High School diplomaSkills and Knowledge:Demonstrated oral and written communication skills in both English and Quebecois French is a mustComputer proficiency and keyboarding skills with the ability to type quickly and accurately and navigate with easeExcellent problem solving skills and ability to think quickly and logicallyExceptional attention to detail and the ability to work with minimal supervisionAbility to deal with emotional and irate borrowers, while maintaining a professional demeanour and handle complex calls when they ariseStrong aptitude for learning new systems and technologies with the ability to integrateFinastra is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). We will accommodate applicants' needs upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. Information received related to accommodation will be addressed confidentially.We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:xc2xb7 Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.xc2xb7 Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.xc2xb7 Medical, life & disability insurance, retirement plan, lifestyle and other benefits*xc2xb7 ESG: Benefit from paid time off for volunteering and donation matching.xc2xb7 DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).xc2xb7 Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.xc2xb7 Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.*Specific benefits may vary by location.At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.Be unique, be exceptional, and help us make a difference at Finastra!Finastra is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). We will accommodate applicants' needs upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. Information received related to accommodation will be addressed confidentially.

Finastra