The Customer Service Agentis responsible for supporting and growing client engagement with Dye & Durham's Financial Solutions products, including Unity Lender Centre, Tax Pay, and Bill Pay Remittance. This role combines customer service, account management, and consultative sales, with a focus on educating clients, identifying upsell opportunities, and delivering an exceptional customer experience. The successful candidate will work with lawyers, notaries, and financial institutions in a fast-paced environment, providing product support, resolving inquiries, and helping clients maximize the value of our solutions.
Key Responsibilities
- Educate clients on Financial Solutions products and services, driving product adoption and identifying upsell opportunities.
- Respond to client inquiries via phone, email, and fax, providing timely and professional support.
- Build and maintain strong relationships with clients, delivering a high level of customer service and support.
- Conduct product walkthroughs and assist clients with profile management, file maintenance, and account updates.
- Investigate and resolve payment, credit, and service-related inquiries.
- Proactively identify client needs and recommend appropriate solutions to enhance their experience and product usage.
- Maintain accurate client records and activity tracking within internal systems.
- Collaborate with internal teams to resolve issues and improve service delivery.
- Manage multiple priorities while meeting service standards and response time expectations.
- Contribute to continuous improvement initiatives by sharing client feedback and identifying process enhancements.
Skills, Knowledge & Expertise
- Bilingual in English and French.
- Previous experience in customer service, account management, sales, or a client-facing support role.
- Call centre experience is considered an asset.
- Strong customer service, communication, and relationship-building skills.
- Excellent problem-solving and analytical abilities.
- Ability to adapt to changing priorities in a fast-paced environment.
- Self-motivated with the ability to work independently and manage competing demands.
- Working knowledge of Microsoft Excel and other Microsoft Office applications.
- Experience with Unity Lender Centre, Tax Pay, Bill Pay Remittance, or similar financial/legal technology solutions is considered an asset.
- Experience working with legal professionals, financial institutions, or professional services clients is an asset.
Job Benefits
At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity. In line with the amended Employment Standards Act 2000, the salary range for this role is: $50K, dependent on assessment of skills during the interview process. Do you share our DNA?- We ask how tomorrow can be better than today
- We are passionate about solving our customer's challenges
- Our ideas break boundaries
- We value different perspectives and encourage dialogue
- We take ownership and celebrate together