Affiliated Financial Services Inc. (AFS)About UsAffiliated Financial Services (AFS) is one of Canada's leading commercial equipment finance brokerages. We partner with multiple lending institutions across Canada to deliver customized financing solutions to businesses across a wide range of industries.Our Customer Service team is dedicated to providing exceptional support to brokers, customers, vendors, and lending partners throughout the life of each lease and loan. We pride ourselves on delivering responsive, professional service while building lasting relationships.Position SummaryThe Customer Service Coordinator serves as the primary point of contact for brokers, customers, vendors, and lending partners after funding. This role is responsible for managing customer inquiries, coordinating servicing requests with multiple lending partners, resolving issues efficiently, and ensuring an exceptional customer experience.Success in this role requires outstanding communication skills, strong organizational abilities, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.Key ResponsibilitiesCustomer & Broker Support
- Deliver exceptional customer service by phone and email to brokers, customers, vendors, and lending partners.
- Respond promptly and professionally to inquiries regarding leases, loans, payments, documentation, insurance, and account servicing.
- Act as the primary servicing contact for assigned brokers.
- Build and maintain strong relationships while providing timely follow-up and issue resolution.
- Escalate complex matters appropriately while maintaining ownership of the customer experience.
Lender Coordination
- Liaise daily with multiple lending partners to facilitate servicing requests.
- Coordinate and follow up on:
- Payout statements
- Payment changes
- Contract amendments
- Lease assumptions
- Insurance updates
- Account corrections
- General servicing requests
- Monitor outstanding requests to ensure lender service level expectations are met.
Account Administration
- Maintain accurate customer and contract information in Salesforce and Zoho Desk.
- Create, manage, and resolve customer service tickets through Zoho Desk.
- Document all customer interactions and servicing activities.
- Assist with reporting, file maintenance, and administrative projects.
- Ensure all records remain complete, accurate, and up to date.
Internal Collaboration
- Work closely with the Credit, Documentation, Funding, and Accounting teams to ensure a seamless customer experience.
- Communicate updates to brokers and customers throughout the servicing process.
- Assist with special projects and process improvements aimed at enhancing operational efficiency and customer satisfaction.
Problem Resolution
- Investigate and resolve customer concerns professionally and efficiently.
- Identify root causes of recurring issues and recommend process improvements.
- Balance multiple priorities while maintaining exceptional service standards.
QualificationsRequired
- Fluent in both English and French (written and spoken)
- Minimum 1 year of customer service experience.
- Experience in equipment finance, leasing, commercial lending, banking, or financial services is strongly preferred.
- Excellent verbal and written communication skills.
- Strong organizational, time management, and problem-solving abilities.
- Ability to prioritize multiple tasks in a fast-paced environment.
- High attention to detail and accuracy.
- Strong customer-focused mindset with a professional and positive attitude.
Technical Skills
- Proficient in Microsoft Office (Outlook, Excel, Word, Teams).
- Experience using Salesforce CRM is an asset
- Experience using Zoho Desk or other customer ticketing/help desk platforms is an asset
- Ability to quickly learn new software and internal systems.
What Makes You SuccessfulYou are someone who:
- Enjoys helping people and building strong relationships.
- Thrives in a fast-paced, team-oriented environment.
- Is highly organized and detail-oriented.
- Communicates confidently with customers, brokers, vendors, and lending partners.
- Can manage multiple priorities while maintaining accuracy.
- Is proactive, resourceful, and solution-oriented.
- Takes ownership of issues through to resolution.
- Works well independently and collaboratively.
Why Join Affiliated Financial Services?At AFS, you'll join one of Canada's leading commercial equipment finance brokerages and work alongside an experienced, supportive team. Every day offers new opportunities to learn, collaborate, and make a meaningful impact while supporting a nationwide network of brokers and lending partners.We offer:
- Competitive salary
- Comprehensive group benefits
- Paid vacation
- Ongoing training and professional development
- Career advancement opportunities
- Collaborative and supportive team culture
- Exposure to a wide network of Canada's leading commercial lenders
Rémunération : 45 000,00$ à 50 000,00$ par an
Avantages :
- Assurance Dentaire
- Assurance Invalidité
- Assurance Maladie Complémentaire
- Congés payés
- Gym sur place
- Stationnement sur place
- Tenue Décontractée
Lieu du poste : En présentiel
