Customer Relations Agent, Customer Service

1 month ago

Toronto, Canada First National Financial Full time

First National is proud to be an equal opportunity employer and is committed to diversity and inclusion regardless of race, color, religion, national origin, age, gender identity, physical or mental disability, sexual orientation and any other category protected by law.
We are hiring a Customer Relations Agent, Customer Service
**Reporting To**: Supervisor, Customer Service
**Full-Time/Part
- Time**: Full-time
**Posting Date**: November 8, 2024
**Closing Date**: November 22, 2024
**Hours of Work**: 12: p.m. 8:00 p.m.
**Grade**: 6.5
**Office Location**: Toronto, ON Great location Steps away from the main public transit station
**What we offer**:
Highly competitive compensation package which includes, base salary, bonus, benefits, and career advancement opportunities
- Eligibility for benefits is dependent on the terms of employment

The Opportunity
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.
**How you will contribute**:

- Answer incoming calls on the customer service queue and make outbound calls when necessary
- Handle between 50 to 65 calls a day
- 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

**The experience you need**:

- Post secondary education and/or equivalent work experience preferred
- Mortgage experience an asset
- 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

**Working Environment and Physical Demands Analysis**:

- Office environment
- Periods of high volume with tight timelines
- Long periods of stationary position/sitting
- Prolonged periods of repetitive movement (i.e. using a keyboard and mouse)
- Long periods of time in viewing a computer screen
- Multi-tasking may include speaking to customers on a telephone call while looking up information on a computer program.
- Call Centre requirements—[if role is in a call center environment] long periods of time on phone calls using a headset and a queue.

Why join First National?
- Competitive Compensation
- 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

**The team you’ll join**:
Founded in 1988, First National is one of Canada’s largest non-bank lenders. We provide residential mortgages exclusively through the mortgage broker channel and we are Canada’s largest commercial mortgage lender.
First National has been consistently recognized as a great place to work and we are proud that our employee engagement feedback is higher than our industry partners.
FNLOON

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