Client Services Specialist – Level 1

RECO will conduct virtual interviews and new hires will work remotely until it is deemed safe for all staff to return to the office. All staff are required to reside within the GTA.

The Real Estate Council of Ontario (RECO) is seeking experienced Client Services Specialist Level-1 candidates for a one (1) year contract term available. Multiple positions available for immediate start.

The Role

Under the direction of the Client Services Supervisor, this position serves as the first contact registrants and public have with RECO (telephone, email, online, and in-person). Using exceptional customer service skills, the role provides information, guidance and advice to the public and registrants, ensuring efficient, courteous and personalized inquiry services to both external and internal customers by determining requirements; accurately answering inquiries; triaging the intake of complaints and troubleshooting/resolving problems. Receives and processes routine customer inquiries and complaints and provides answers to questions regarding the core business (REG, EDU, CCD, and INS). This position enhances relationships and builds customer trust by delivering timely and accurate information. Position directly reports to Client Services Supervisor, who is their direct supervisor.

Position Responsibilities

Call Centre

Provide quality in-person, telephone, and electronic customer services by providing timely, accurate and comprehensive information and advisory services to stakeholders regarding legislation (Real Estate and Business Brokers Act, 2002 (REBBA 2002)) and policies pertaining to licensing, registering and compliance with REBBA 2002. Answer incoming calls in a prompt, efficient and professional manner, using appropriate greeting and strong listening skills to determine the nature of the inquiry and how to most effectively handle the inquiry. This may include:

    • Requests for information on the status of registration, requiring the need to retrieve information from the RECO database, provide appropriate information/guidance, through to conclusion. Provide accurate information, direction and guidance to callers or electronic inquiries.
    • Respond to general and specific inquiries relating to the trade of real estate in Ontario, REBBA 2002 and related regulations. Provide clear and accurate information, direction, guidance and clarification concerning all aspects of registration to prospective and existing registrants and other stakeholders, including interpretation of guidelines, directives, procedures, and compliance matters.
    • Provide guidance and support to customers in completing documents and forms, and in the use of ”My Web” kiosks.
    • Provide guidance and support to customers experiencing problems accessing or obtaining specialized information and refer to the appropriate program area or knowledge source for resolution.

Customer Service

    • Process business and individual customer transactions, determining that eligibility requirements are met and obtaining required documents, including but not limited to:
        • Review completeness of applications and difficult supporting documents;
        • Conduct necessary bankruptcy and execution searches;
        • Review criminal record checks, conditions of registration;
        • Perform rigorous follow-up procedures to obtain required materials;
        • Approve compliant applications for registration and other transactions (transfers, terminations, corporate and individual revisions) in accordance with the requirements of REBBA 2002;
        • Explaining compliance and eligibility requirements.
    • Responding to compliance inquiries.
    • Identify and assess specific needs of requestors, research the legislation to provide information and assistance to ensure compliance requirements.
    • Identify problems in policies and practices and initiate corrective action.
    • Address and respond to urgent issues in a timely manner.
    • Collect and process payments, issuing refunds, and reconcile payments with transactions.
    • Maintain files and electronic database records.
    • Meet or exceed customer service standards.
    • Produce a variety of reports and correspondence.
    • Escalate difficult requests to CSS Level 2.

Administration

Generate correspondence and reports from database of various registration and insurance related documents, renewal notices, certificates, invoices, and reports, including:

    • Prepare and print 60-day renewal notices and related expiry report.
    • Prepare and print registration certificates and insurance certificates and related certificate reports.
    • Prepare and print insurance invoices.
    • Prepare and print termination notices.
    • Sort various printed documents before forwarding to mail distribution.
    • Follow-up on returned mail outs of 60-day notices, certificates, and letters.
    • Provide general administrative and clerical support to all departments, including preparing letters and documents, faxing, scanning, filing and photocopying.

Mail Support

Provide back-up to Mail Clerk during scheduled and unscheduled absences. Key functions include:

    • Receive all incoming mail, sort, date stamp and distribute.
    • Receive all incoming faxes, sort, and distribute.
    • Process outgoing mail using folding and postage machines and deliver to postal box.
    • Enter mail items specifically addressed to an individual RECO staff person in the daily mail log.
    • Make copies of all CPICs received mail log and scan in daily batches.

Qualifications

    • Three (3) to five (5) years in a customer service role, with a preference for prior call center experience.
    • Bilingual (French/English) an asset.
    • Excellent knowledge of customer service principles and practices.
    • Knowledge of administrative and clerical procedures.
    • Professional personal presentation.
    • Excellent oral and written communication skills.
    • Experienced and comfortable in dealing with the public and good level of stress tolerance.
    • Strong organizational skills, poise under pressure and flexibility in work assignments.
    • Experience working in fast-paced environments.
    • Able to demonstrate a high degree of confidentiality.
    • The ability to acquire a general understanding of REBBA and registration policies and procedures.
    • Real estate industry knowledge an asset.

Qualified applicants are invited to submit a detailed outline of experience specifically addressing RECO’s needs in confidence to Human Resources at hr@reco.on.ca.


RECO is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of persons with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility.

We thank all applicants in advance for their interest.