Customer Service Specialist

Job Description

Customer Service Specialist

Location: Winnipeg

CS1 (Locals 397+399)

Pay Range - $24.36 - $32.42/hour

Who We Are

Teranet is Canada’s leader in the delivery and transformation of statutory registry services with extensive expertise in land and commercial registries. We also market insightful property and data solutions, as well as practice management automation to thousands of customers in the real estate, financial services, government, utilities, and legal markets. Founded in 1991, Teranet operates the Electronic Registration System for the Province of Ontario, Teranet Manitoba—a service provider to the Manitoba government. Teranet is owned by OMERS Infrastructure, a leading global infrastructure investment manager and the infrastructure arm of the Ontario Municipal Employee Retirement System.

About the Role

The Customer Service Specialist serves as the initial point of contact for Teranet Manitoba’s

clients. This involves proficiently managing a range of crucial support duties, offering responses,

guidance and directives, and to aid to our clients. You will ensure that client inquiries

are promptly addressed and that services are delivered in a manner that enhances customer

relationships by providing positive experiences.

What You’ll Be Doing

Client service

• Assist clients at the counter, by phone and by email. This includes but is not limited to
• providing support regarding online services, purchase of land titles documents, Personal
• Property registry, registration, and request processing.
• Assist clients to fill out registration requests for survivorship, address, and name
• changes.
• Ensure all Builders’ Liens have been processed prior to daily registration closing.
• Assist clients to set up new firms and assist with inquiries related to existing accounts.
• Ensure Personal Property registration information is acceptable and complete and
• advise the customer of additional requirements.
• Transcribe registration completely and with a high degree of accuracy into online
• service.
• Process and record all Personal Property user ID requests asking for clarification where
• necessary
• Return transactions where the nature of the problem does not allow processing to
• continue. Communicate the reason for rejection to the client.
• Support the success of the team by meeting individual and team objectives on a
• consistent basis. Maintain Client Service SLA standards.
• Maintain statistics related to daily client interactions and transactions.

Financial

• Responsible for daily reconciliation of transactions on assigned terminal. This will include
• but not limited to; PCI compliance standards, entering the client account payments for
• deposit, daily reconciliation, and cash out.

Document Services

• Investigate Historical / Service Requests / Task Manager and fulfill using the microfilm
• and records
• Accurately endorse paper titles to prepare for uploading to Survey Books
• Upload and maintain documents in Survey Books
• Recall records from the Government Records Centre
• Maintain Records management reference materials
• Successfully back/front end scan registered documents, troubleshoot warnings daily
• Accurately record Document Services Team (DST) services for each request fulfilled.

Other duties

• Responsible for receiving deliveries, order supplies, retrieving Interdepartmental Mail
• and coordinating with service personnel (regional).
• Responsible for endorsing paper titles, registering incoming mail, daily check deposit,
• the daily notice and title mail (WLTO)
• Actively participate and contribute to continuous improvement.
• May be asked to perform various duties to support operational tasks, services, and
• projects and/or for career development purposes.

About You

• High school education or equivalent is required.
• 1-2 years of customer service and/or administrative experience is required.
• Excellent written and verbal communication skills
• Ability to take initiative, make decisions, and exercise sound judgment.
• Comfortable with ambiguity and can assess issues and problems and gather relevant
• information.
• Effective interpersonal skills are critical, including being an effective team player and
• providing superior customer service to the public. Treating others with respect always is
• critical.
• Demonstrated knowledge of Microsoft Office products and knowledge of CRM or
• ticketing systems are an asset.
• Experience with or knowledge of relevant legislation is a definite asset.
• Experience in processing and reconciling daily financial transactions is a definite asset.
• Bilingual in Canadian English and French is a definite asset.

Why Teranet

We may be a global innovator in electronic services and solutions who operate one of the most advanced and secure registration systems in the world, but we’re so much more than that!

Our Extraordinary People.

Together, we are passionate, driven, resourceful, and authentic. We continue to thrive because of our people and their powerful ideas, strong team spirit, ‘can-do attitude, and unwavering dedication to our business and our clients.

Growth Opportunities.

Our people are smart, ambitious, and have big career goals. We not only encourage a culture of openly talking about our career aspirations but one where we truly invest in the continuous learning, development, and growth of our people.

Our Work Environment.

Let’s face it. We spend a lot of our time working, so the atmosphere is everything! We believe in cultivating a work environment that makes our people feel comfortable, engaged, appreciated, and happy.

Company Culture & Core Values.

Our company culture and core values are the core of our identity. They define who we are, how we engage with each other and our clients, and how we conduct business every day.

At Teranet, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of our customers and the communities in which we live and serve. If you require accommodation during the recruitment and selection process, please let us know and we will work with you to meet your needs.

Come As You Are. We Like You that Way!