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CallCareers.com Canada: Jobs: Posting number 3511128

Job Details

Bilingual Customer Service Representative

De Lage Landen (DLL) is a global provider of leasing, business and consumer finance solutions, and vendor finance. Our asset-based financing programs help our customers grow market share, enhance profitability and achieve strategic goals. We are a fully owned subsidiary of the Rabobank Group, the world’s most creditworthy privately held bank. With a triple-A rating from Moody’s and Standard & Poor’s, Rabobank provides a secure, stable foundation for our activities.

At DLL we recognize that our employees are our most valued resource. With purpose and vision DLL has established itself as a world-class company by putting its people first. Our ambition is to be a "Best in Class" Employer. You'll find this goal reflected in your total rewards.

DLL Canada invites you to share in our success by joining our Customer Services Team. We are hiring a Customer Service Representative (Bilingual preferred).

General Accountability:

The Customer Service Representative is responsible for handling inbound requests (phone/fax/email) from customers (external/internal), vendors, brokers and agents, for active, non-delinquent contracts, and preparation or processing of all paperwork related to these requests, also for participation in team or cross-functional initiatives and other duties as required. The position reports to the Assistant Manager of Customer Service.

Key Performance Objectives:

• Respond in customer inquiries and resolve customer issues;
• Ensure that the team goals are met including 24-hour turnaround time and Fee income, and the highest level of customer service is provided to all customers;
• Respond to customer escalations and communicate lessons learned/solutions appropriately.

Specific Accountabilities:

1. Inbound Calls
• Respond to customer questions and inquires regarding their active contracts, and review and resolve any issues (within guidelines);
• Interact with Vendors, Insurance brokers to resolve customer service issues of mutual customers;
• Warm transfer calls as required to other DLL staff members;
• Ensure turnaround time is met, advise Assistant Manager / Sr. CSR if it is in jeopardy;
• Participate in department and cross-functional initiatives.

2. Administrative Functions
• Respond to customer or vendor faxes and emails regarding active contracts, and resolve issues as related to the inquiry;
• Prepare and fax information as necessary (account reconciliations, contract copies, etc.)
• Review contracts and investigate as required to determine scope of more involved issues, in order to take necessary action and prepare required paperwork to resolve or correct customer issues;
• Track individual productivity on a daily basis;
• Quote Buyouts, Payouts, flat cancellations and insurance claims;
• Handle all insurance inquires from start to finish, verify documentation is adequate to ensure our interest is secured.

Qualifications:

• Minimum of 1-2 years customer service experience
• Bilingualism (French/English) preferred
• Strong interpersonal as well as written and verbal communication skills
• Must be self directed, decisive and goal oriented, and comfortable working in an empowered work environment with established goals/expectations and limited step-by-step direction
• Strong relationship building skills and a team player
• Strong organizational and planning skills
• Strong aptitude for working with numbers coupled with a basic knowledge of accounting practices
• Ability to work in a very fast-paced environment

Assets:

• Experience in the leasing industry

To Apply:

Please visit our website at www.delagelanden.com to apply on-line.

We are an equal opportunity employer. We thank all candidates who have applied, but only those selected for an interview will be contacted.

Posted 2010-07-30

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