Key Duties and Responsibilities:

Identify, assess, and address customers’ needs promptly to ensure high levels of satisfaction and retention.
Collaborate with the Sales team and other Customer Care Agents to resolve customer inquiries, complaints, or escalations efficiently.
Process customer loan applications accurately, ensuring quick and compliant loan disbursements in line with company policies.
Provide clear and professional explanations of Mogo’s finance products, loan terms, and processes to customers, tailoring communication to their needs.
Maintain accurate and up-to-date records of customer interactions, queries, and loan applications in the company’s ERP system.
Follow up with customers to ensure resolution of issues and provide ongoing support to enhance their experience.
Build and maintain strong customer relationships to foster trust, loyalty, and repeat business.
Identify opportunities to upsell or cross-sell Mogo products during customer interactions, in coordination with the Sales team.
Adhere to company policies, procedures, and regulatory requirements, maintaining a high level of confidentiality and professionalism.
Provide feedback on customer trends, challenges, and needs to improve service delivery and product offerings.
Undertake any other tasks assigned by the Customer Care Manager.