Customer Service Centre Specialist
About The Position
As a Customer Service Centre Specialist, you’ll be a trusted subject matter expert, coach and change champion for FCC’s Customer Service Centre. You’ll provide guidance on lending policies, processes and best practices while leading initiatives that strengthen employee capability, improve operational efficiency and enhance the customer experience. You’ll be part of a team that supports learning, quality assurance and continuous improvement across the Customer Service Centre. Working closely with leaders, onboarding teams and cross-functional partners, you’ll help ensure employees have the tools, knowledge and support needed to deliver exceptional service and sound lending decisions. If you’re passionate about developing people, improving processes and delivering exceptional customer outcomes, this could be the role for you.
Requirements
- Bachelor’s degree in agriculture, business, finance or a related field
- Minimum three years of experience in lending, financial services, customer service or a related environment (or an equivalent combination of education and experience)
- Strong knowledge of lending practices, loan administration and secured lending requirements.
- Experience coaching, mentoring and developing employees
- Proven ability to analyze information, identify opportunities for improvement and lead change initiatives
- Strong communication, collaboration and relationship-building skills
Nice To Haves
- Experience in a customer service centre, contact centre or operations environment
- Knowledge of agricultural lending and the Canadian agriculture industry
- Experience designing and delivering training programs
- Knowledge of project management and continuous improvement practices
Responsibilities
- Provide expertise and guidance on lending policies, procedures and best practices
- Coach, mentor and develop employees through training and ongoing support
- Review loan and call quality to ensure compliance, consistency and strong customer outcomes
- Drive continuous improvement by identifying and implementing process enhancements
- Support organizational change through clear communication and effective training.
- Lead projects and collaborate with partners to advance Customer Service Centre priorities
Benefits
- Competitive total rewards packages
- market-aligned and performance-based salary and incentive programs
- flexible and comprehensive group benefit and savings plans
- well-being support through benefits and wellness programs
- Learning and development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
