Service Advisor - Full Time

Posting Title Service Program Administrator Department: Education & Licensing Full/Part Time: Full Time Job Type: Permanent Location: Job Summary BC Financial Services Authority (“BCFSA”) helps to protect British Columbians during the biggest financial decisions in their lives. C. 's financial services sector, including credit unions, real estate licensees, registered pension plans, insurance and trust companies and mortgage brokers. This includes Indigenous Peoples, women, visible minorities, persons with disabilities, persons of diverse sexual orientation, gender identity or expression (LGBTQ2S+), and others who may contribute to diversity at BCFSA.
We recognize unique styles, perspectives, beliefs, and creativity that support a diverse, respectful, inclusive and collaborative work environment. Supporting respectful work environments where everyone feels included and able to produce excellent results.
Comprehensive health and wellness benefits plan
Opportunities for personal and professional development
Defined benefits pension plan which provides guaranteed income for life
Flexible work arrangement for eligible positions
They can choose every day where they want to work to be the most effective, from the comfort of their home to our beautiful office in downtown Vancouver. (SUMMARY The Service Program Administrator plays a pivotal role in providing high-quality service and support to consumers contacting the organization's centralized service centre. Reporting to the Service Centre Manager, this position involves handling inbound calls, responding and resolving inquiries regarding both real estate education, licensing and mortgage broker registration.
Receives, acknowledges, reviews, and responds to enquiries and/or complaints.
new, amendments, renewals, transfers, reinstatements, personal real estate corporations, brokerages and branch offices, licensing education and education requalification enquiries, suspensions, and terminations).
Makes determinations and/or recommendations using established legislation, regulations, policies, and guidelines.
Contacts stakeholders to clarify conflicting/missing information required to support the decision-making process and carries out database and internet searches for additional information.
Document consumer interactions, inquiries, and resolutions accurately and thoroughly in the service centre's CRM system.
Meet or exceed performance targets for call handling metrics, including average handle time, first call resolution, and consumer satisfaction scores.
Adhere to established contact centre protocols, including call scripts, quality standards, and compliance requirements.
Participate in ongoing training and development programs to enhance program knowledge, consumer service skills, and call handling proficiency.
Previous experience in a customer service or call centre environment is preferred.
Previous experience in a regulatory environment is preferred.
Strong verbal communication skills with a clear and professional telephone manner.
Basic computer proficiency and familiarity with CRM software or call centre systems.
Proficiency in using Microsoft Office suite of products.
Willingness to work flexible hours, including evenings, weekends, and holidays, as required.
Commitment to providing exceptional customer service and exceeding performance targets.
High school diploma or equivalent qualification.

Supporting Coworkers
helps others achieve their goals; Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills.
Customer Service
Handles internal and external questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for the stakeholders, follows procedure to solve their problems, understands organization's services, maintains a pleasant and professional image.

TECHNICAL COMPETENCIES

This will help us identify and streamline the internal application process.
We welcome you to inform us confidentially if you may require any special support in the application process, including disability accommodation, in order to participate fully in our recruitment experience.