Customer Service Centre Specialist

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Why FCC?

At FCC, we’re proud to be 100% invested in Canadian agriculture and food. As a federal Crown corporation, we provide financing, knowledge resources and business management software to over 103,000 customers nationwide.

Here’s what you can expect when you join our team:

• Competitive total rewards packages: market-aligned and performance-based salary and incentive programs, flexible and comprehensive group benefit and savings plans, and well-being support through benefits and wellness programs

• Purpose-driven work: We build strong relationships, share knowledge and support the people who feed the world

• Growth:Learning and development opportunities to help you thrive

• Hybrid work options

How you’ll make an impact 

As a Customer Service Centre Specialist, you’ll be a trusted subject matter expert, coach and change champion for FCC’s Customer Service Centre. You’ll provide guidance on lending policies, processes and best practices while leading initiatives that strengthen employee capability, improve operational efficiency and enhance the customer experience.  

You’ll be part of a team that supports learning, quality assurance and continuous improvement across the Customer Service Centre. Working closely with leaders, onboarding teams and cross-functional partners, you’ll help ensure employees have the tools, knowledge and support needed to deliver exceptional service and sound lending decisions.  

If you’re passionate about developing people, improving processes and delivering exceptional customer outcomes, this could be the role for you. 

What you’ll do 

• Provide expertise and guidance on lending policies, procedures and best practices 

• Coach, mentor and develop employees through training and ongoing support 

• Review loan and call quality to ensure compliance, consistency and strong customer outcomes 

• Drive continuous improvement by identifying and implementing process enhancements 

• Support organizational change through clear communication and effective training. 

• Lead projects and collaborate with partners to advance Customer Service Centre priorities 

What you’ll bring to the team 

Required qualifications 

• Bachelor’s degree in agriculture, business, finance or a related field 

• Minimum three years of experience in lending, financial services, customer service or a related environment (or an equivalent combination of education and experience) 

• Strong knowledge of lending practices, loan administration and secured lending requirements. 

• Experience coaching, mentoring and developing employees 

• Proven ability to analyze information, identify opportunities for improvement and lead change initiatives 

• Strong communication, collaboration and relationship-building skills 

Preferred qualifications 

• Experience in a customer service centre, contact centre or operations environment 

• Knowledge of agricultural lending and the Canadian agriculture industry 

• Experience designing and delivering training programs 

• Knowledge of project management and continuous improvement practices 

Not sure you meet every requirement? We encourage you to apply anyway. 

You belong here 
At FCC,we’re committed to creating an inclusive,equitable and accessible workplace – one that reflects the communities where we live, work and play. Our team is made stronger through diversity, andwe’re dedicated to building a workforce that brings together a range of backgrounds,abilities and perspectives. 
  
We encourage qualified applicants to apply, including members of these four employment equity groups: 
• Indigenous Peoples 
• Members of visible minority groups 
• Persons with disabilities 
• Women  

Accessibility and accommodations   

To support an inclusive and accessible candidate experience, we encourage anyone needing an adjustment or accommodation during any stage of the recruitment process to email us at: TalentSupplyRecherch@fcc-fac.ca. An HR partner will respond and work with applicants who requesta reasonable accommodation. Information received in relation to accommodation requests will notimpact hiring decisions.