Customer Service Representative

1 month ago

Oakville, Ontario, Canada FCT Full time
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 the success of each employee and offer a challenging and rewarding work environment.

Job Summary

We are seeking a Customer Service Representative to join our team. As a Customer Service Representative, you will be the first point of contact for our customers and will be responsible for providing exceptional service on every call.

You will be responsible for handling a high volume of inbound calls and requests for service in a friendly and professional manner. You will also be responsible for addressing lawyers and lenders on any issues relating to their specific files and elevating to internal partners as required.

You will be an expert on the process and requirements to ensure the transaction closes smoothly and on time.

Key Responsibilities
  • Ensure optimum servicing to our client base by handling 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)
  • Our core hours of operation are 8:00 a.m. - 9:00 p.m. Monday through Friday. Candidates must be flexible to work a regular rotating late shift to 9 p.m.
  • Must be fluent in French and English
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
  • And more

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.

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