Customer Service Representative

• Job type – Permanent, full time
• Location – Vancouver, BC (hybrid, 1-2x in office per week)
• Working hours – Standard business hours PST

Your Talent, Your Terms | Results, Recognition and Rewards

What’s the job:

The Customer Service Representative is responsible for handling incoming and outgoing telephone and email inquiries from customers and TFG team members with an outstanding level of service. This individual provides the first point of contact and support for general inquiries from customers and team members. They are responsible for responding, handling and/or escalating these inquiries in a well prioritized manner. The representative will update and maintain data to ensure the accuracy of current contracts. This position includes extensive administrative paperwork related to customer contracts and conducts timely, effective maintenance of this information, including data entry into our systems.

What you’ll be doing:

1. Create an excellent customer service experience:

• Respond to and solve customer inquiries in a professional and prompt manner
• Build and maintain positive relations with team members and customers by act in a respectful and effective manner
• Respond to customer inquiries with accurate information and update lease information as required
• Follow up with customers to gain missing information and resolve customer issues

1. Manage all required administrative documentation related to lease applications and current customer accounts:

• Obtain and process initial and changed banking related information for customer lease payments
• Coordinate lease paperwork and required information with a high level of accuracy
• Coordinate documentation related to insurance and vehicle registration including power of attorney and insurance renewals
• Verify and update customer information and keep customer records updated in our systems
• Processing of lease termination documentation including the preparation of buyouts, bills of sale, discharge documents, waivers, and refunds.
• Coordinate with Lessees who are seeking payment relief to obtain the appropriate documentation.

1. Maintain the Customer Account information in the Lease Management System:

• Accurately update any new Customer contact information (address, telephone number, email) in the Account
• Accurately record all interaction with a Customer in their account, including resolution and documentation provided
• Diarize any follow-up requirements to maintain a high level of customer service and satisfaction

1. Perform other job-related duties as required to meet organizational needs.

What you bring:

• A strong sense of integrity, professionalism and a results-oriented attitude to continually improve processes and systems, enhance efficiency, and contribute to overall organizational success
• Works well under pressure to meet ongoing and overlapping deadlines within short time constraints
• You are detail oriented and able to identify errors
• Effective communication, organization and interpersonal skills
• Ability to work in a fast-paced environment
• You thrive in an environment that involves multitasking and changing priorities while meeting service levels for timeliness and accuracy
• Ability to work both in a team and independently with minimal supervision
• Advanced skills with Microsoft Office products
• 2+ years of relevant experience
• Post-secondary diploma or bachelor’s degree is an asset

Why join TFG:

TFG’s culture is results, recognition and rewards based, with a focus on achieving results in a high performing team environment.

As part of the Travelers Financial Group of Companies, TFG Financial Corporation is one of the largest independent commercial equipment finance companies in Canada. We provide financing and leasing for a variety of revenue-producing assets such as trucks, trailers, light to heavy construction equipment, and manufacturing and material handling equipment. Our mission is to be our customer’s first choice by making equipment financing easy while providing a wide range of financing solutions.

TFG is an equal opportunity employer and believes in providing a diverse and inclusive workplace where all team members have an opportunity to succeed.

Results, Recognition, and Rewards: At TFG, we are driven by results and committed to recognizing and rewarding your achievements. Through performance-based rewards and growth opportunities, your contributions are valued and acknowledged, motivating you to continue excelling in your role.

Growth opportunities and supportive leadership: Our leaders are committed to your professional growth and success. They provide guidance, resources to help you develop your skills, expand your knowledge, and achieve your career goals within the organization.

Employer paid benefits: At TFG, we prioritize the well being of our team by offering a comprehensive benefits package. Our medical and dental plan includes vision care and life insurance, ensuring you and your dependents have the coverage you need.

Employee Investment Program: We believe in helping you achieve your financial goals. Our investment program offers the choice of RRSP, TFSA, and Cash accounts. To further support your savings, TFG provides a company matching program, helping you grow your investments more effectively.

Promoveo: TFG Financial celebrates choice and offers the ability to work in office (Vancouver, BC), hybrid or remote (for most roles). We know that our team members are the most important part of our business and we trust in our team members to work in a way that provides them the ability to succeed in their work.

TFG is an equal opportunity employer and employs team members without regard to Indigenous identity, race, colour, ancestry, place of origin, political belief, religion, marital status, family status, physical or mental disability, sex, sexual orientation, gender identity or expression, age, or any other protected personal characteristic. Accommodations are available on request for candidates taking part in all aspects of the recruitment process. If needed, please notify our Talent Acquisition Team.

Artificial Intelligence (AI) tools may be used in the process to screen, assess, or select applicants for a position but all decisions and determinations are made exclusively by the hiring team.

This job posting is for an existing vacancy within the organization.

Offers of employment are conditional upon satisfactory completion of background screening, including references, criminal and credit checks, conducted in accordance with applicable privacy laws