Customer Relations Agent, Customer Service

First National Financial LP is one of Canada’s largest non-bank lenders, providing residential mortgages through the mortgage broker channel. The Customer Relations Agent is responsible for ensuring all client inquiries and requests are dealt with and processed on a timely basis and in accordance with company policy.

Responsibilities

• Answer incoming calls on the customer service queue and make outbound calls when necessary
• Handle between 35 to 45 calls a day
• Identify, solve and/or confirm inquiries and requests received by fax, mail and email or online account
• Process certain changes during client interactions
• Follow-up with client to confirm resolution and customer satisfaction
• Provide assistance to the various residential administration departments when required
• Promote online services
• Ensure client privacy is protected at all times
• Listen to client inquiries and take the appropriate problem-solving steps
• Complete special projects as assigned by the Manager

Skills

• Post secondary education and/or equivalent work experience
• Competency in MS Office; capacity to learn new technologies/systems
• Strong verbal and written communication skills, in both English and French
• Friendly, outgoing personality
• Excellent telephone manner
• Demonstrated flexibility to adapt to a constantly changing environment
• Ability to resolve problems, strong attention to detail, critical thinking
• Demonstrated team player, responsible, reliable and adaptable
• Mortgage experience

Benefits

• Highly competitive compensation package which includes base salary, bonus, benefits, and career advancement opportunities!
• Comprehensive benefits program (i.e., Health Spending Account, Maternity and Parental Leave Top Up)
• Hybrid working environment
• Extensive training programs to set our employees up for success
• Modern office environment conducive to collaboration
• Supportive teamwork culture
• Opportunities to give back to the communities and work through events focused on a variety of charities
• Ongoing social events throughout the year

Company Overview