Customer Support Representative (6-Months Contract)

Customer Support Representative (6-Months Contract)

Vault Home Credit Corporation (DBA VaultPay) – Toronto, ON

Vault Home Credit Corporation (VaultPay) simplifies the consumer financing process between our Partners and Homeowners by providing flexible and easy-to-use financing options for home improvement projects. We are seeking a motivated and customer-focused Customer Support Representative
to join our Toronto team.

VaultPay offers a competitive salary and a fun, professional working environment.

This is a 6-month contract position, Monday to Friday, with shifts scheduled between 8:30 AM – 5:00 PM EST and 11:30 AM – 8:00 PM EST.

Duties and Responsibilities

• Professionally respond to incoming calls and emails, resolving customer and partner inquiries or complaints in a timely and positive manner. Return calls within a two-hour timeframe.
• Provide support to customers and partners through phone queues, Intercom messaging, and email.
• Accurately record customer inquiries and interactions in the internal database and escalate issues when necessary.
• Process customer payments.
• Investigate and resolve discrepancies or issues related to customer accounts.
• Liaise with internal teams, external partners, and customers regarding loan documentation and account details.
• Complete administrative activities related to customer support, including accessing information and communicating transaction details.
• Work cross-departmentally to resolve issues such as credit disputes or technology concerns.
• Assist with auditing transactions and addressing deficiencies, including requesting updated documentation where required.
• Support additional tasks and responsibilities as needed.

Qualifications / Requirements

• 1+ year of leasing or finance experience preferred, OR
• 1+ year of experience in a call centre or contact centre environment
• Proficiency in Microsoft Word, Excel, and Outlook
• Strong customer service and contact management skills
• Ability to manage multiple priorities within tight timeframes while maintaining accuracy and attention to detail
• Strong time management and organizational skills
• Excellent judgment and problem-solving abilities
• Ability to quickly learn new systems and processes
• Excellent verbal and written communication skills
• Positive attitude, highly motivated, and able to work both independently and within a team environment
• Confident and professional when interacting with customers, partners, and colleagues

We thank all interested candidates, however, due to the volume of applications received, only those candidates selected for interviews will be contacted. 

Vault Home Credit Corporation is committed to creating a diverse environment and is proud to be an equal opportunity employer. Upon request, Vault Home Credit Corporation will provide reasonable accommodation during the recruitment and selection process.

Should you require accommodation, please advise.