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Client Solutions Lead

CLIENT SOLUTIONS LEAD: Challenging, Impactful, Rewarding

WHO WE ARE: Paradigm is an innovative, flexible, leading-edge Business Process Outsourcing (BPO) company. As Canada’s leading mortgage outsourcing company, Paradigm’s mandate is to enable new and existing lenders with a cost effective mortgage operation solution that can quickly respond to market conditions, lead the market in innovation and ultimately provide mortgage consumers with great choice, vastly improving their mortgage experience.

PARADIGM CULTURE: Paradigm is committed to open and honest communication with our staff.  We believe by being transparent, truthful and sincere, we can serve each other and our clients with integrity. Our culture can be summed up in one word: family.  We work hard at creating an exceptional professional family here at Paradigm and do not take it for granted.  Every initiative, new hire, company event and daily activities are focused on maintaining and fostering our Paradigm family because we know that our employees are undoubtedly the key to our success.


Role Specific Accountabilities include, but are not limited to the following: 

  • Handling all customer complaints from any customer facing department that go beyond first point of contact
  • Manage all customer complaint policy procedures including complaint reports, incident reports and documentation to investor management group
  • Meet with management monthly to review trends, training opportunities and major cost issues and provide insight for improvement
  • Lead training sessions on any improvements implemented due to Customer error recognition
  • Provide reporting to Senior management on customer complaint trends, including departmental costs for errors
  • Provide apology letters for all customers with escalated complaints, privacy breaches and or errors detected


Educational /Technical Experience:

  • A university degree/college diploma in Business and/or equivalent education and experience
  • Customer Service experience is considered an asset
  • Bilingual in French and English, written and verbal is strongly preferred
  • 3+ years of Canadian Banking experience or other Financial Services experience is considered an asset
  • 2+ years of experience in the mortgage industry is considered an asset


Personal Requirements:

  • Customer Service focused
  • Ability to handle stressful situations in a professional manner
  • Exhibits solid communication skills, both written and verbal with ability to communicate and articulate effectively
  • Strong analytical and problem-solving capabilities
  • Excellent initiative and organizational skills
  • Excellent judgment / must be able to make independent decisions
  • Excellent leadership skills
  • Flexible and adaptable/ able to multi-task under pressure
  • Ability to work with a variety of people and facilitate others in problem solving
  • Working knowledge of software packages commonly used at Paradigm (i.e. Windows and Microsoft products (Word, Excel, and Outlook))
  • Well-developed presentation/interactive skills
  • Detail oriented
  • Sense of Humour
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