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Representative, Customer Service

2 months ago

Calgary, Alberta, Canada FCT Full time
Customer Service Representative

We're seeking a highly skilled Customer Service Representative to join our team. As a key point of contact for our clients, you will be responsible for providing exceptional service and support through inbound and outbound calls.

This is a challenging and rewarding role that requires a strong commitment to customer satisfaction, attention to detail, and the ability to think critically and solve problems. If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we want to hear from you.

As a Customer Service Representative, you will be an expert on our processes and requirements, ensuring that transactions close smoothly and on time. You will work closely with internal and external partners to resolve issues and provide timely updates.

Key Responsibilities:

  • Handle a high volume of inbound calls/requests for service in a friendly and professional manner
  • Address lawyers and lenders on any issues relating to their specific files, elevating to internal partners as required
  • Ensure service standards are being met by processing designated Lender follow-up in accordance with the applicable program
  • Communicate file updates to internal and external partners using internal computer systems
  • Organize rush requests
  • Assist with preparation of document packages and reporting
  • Meet and exceed customers' needs and expectations, escalating all issues to the department manager

Requirements:

  • Minimum one year of customer service experience in a call center environment
  • Mortgage administration experience or a Legal Assistant/Law Clerk diploma would be an asset
  • Exceptional phone manner with strong communications and interpersonal skills
  • Proven ability to problem solve and prioritize issues
  • Detail oriented and proven ability to multi-task in a fast-paced environment
  • Ability to exercise good judgment in protecting confidential information
  • Intermediate computer skills in MS Office products (Word, Excel and PowerPoint)
  • Flexibility to work a regular rotating late shift to 9 p.m.

What We Offer:

  • Comprehensive benefits that include virtual healthcare and an Employee & Family Assistance Program
  • Group retirement savings plan with company match
  • Paid holidays and generous paid time off
  • Hybrid work arrangements
  • Paid volunteer opportunities and charitable donation matching
  • Employee recognition programs that include referral incentives
  • Potential for performance-based incentives
  • The opportunity to participate in our stock purchase plan

About FCT:

FCT is a leading provider of title insurance, default solutions, and other real estate-related products and services to legal, lending, valuation, and real estate professionals across Canada. We are committed to fostering a diverse and inclusive environment that empowers each employee to be great and drive results.

We are proud to be recognized as one of Canada's Top 50 Best Workplaces, Best Workplaces in Canada for Financial Services & Insurance, Best Workplaces in Canada for Women, Best Workplaces in Canada for Inclusion, and Best Workplaces in Canada for Mental Wellness.

We are an equal opportunity employer and are committed to an active nondiscrimination program. All recruitment, hiring, placements, transfers, promotions, training, compensation, benefits, discipline, and other terms and conditions of employment will be on the basis of the qualifications of the individual regardless of race, colour, place of origin, ethnic origin, citizenship, handicap (including mental and physical disability), sex, sexual orientation, gender identity and expression, creed (religion), marital status, family status (being in a parent/child relationship), age, or any other basis prohibited by the applicable provincial or federal human rights legislation.