Bilingual Customer Relations Agent

Description:

First National, one of Canada’s largest non-bank mortgage lenders, is hiring a Bilingual Customer Relations Agent to join their customer service team. This role involves managing client inquiries, handling customer service calls, and ensuring client satisfaction. The position requires fluency in both English and French and offers a competitive compensation package, career growth, and a hybrid work environment.

Key Responsibilities:

• Answer 65-75 incoming calls daily and make outbound calls as needed.
• Identify, resolve, and confirm client inquiries via fax, mail, and email.
• Follow up with clients to ensure resolution and satisfaction.
• Assist new Customer Service Representatives through job shadowing and training.
• Prepare mortgage discharge and assumption statements.
• Promote online and phone services for customer convenience.
• Ensure compliance with privacy policies and company procedures.
• Complete special projects as assigned by the manager.

Ideal Candidate:

• Bilingual in French & English (required).
• Post-secondary education or equivalent work experience.
• Mortgage industry experience (preferred).
• Proficient in MS Office & adaptable to new technologies.
• Strong communication & customer service skills.
• Ability to resolve customer issues professionally.
• Team player with a flexible approach to changing environments.

Work Environment & Physical Demands:

• Office-based with hybrid flexibility.
• Call center environment with prolonged phone and computer use.
• High-volume workload with tight deadlines.

Why Join First National?

✅ Competitive Compensation & Benefits (Health Spending Account, Parental Leave Top-Up).
✅ Hybrid Work Environment with flexibility.
✅ Extensive Training & Career Growth Opportunities.
✅ Modern Office Space designed for collaboration.
✅ Community Engagement & Social Events throughout the year.