Customer Relation Agent

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 or any other category protected by law.
We are hiring a Bilingual Customer Relations Agent, Customer Service
**Reporting To**: Manager, Customer Service
**Full-Time/Part
- Time**: Full-time
**Posting Date**: August 27, 2024
**Closing Date**: September 10, 2024
**Hours of Work**: 12:00 a.m. - 8:00 p.m.
**Grade**: 6.5
**Office Location**: Toronto Great location Steps away from the main public transit station
**What we offer**:
Highly competitive compensation package which includes, benefits, and career advancement opportunities
- Eligibility for benefits is dependent on the terms of employment

The Opportunity
The Bilingual 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 65 to 75 calls a day
- Follow-up with client to confirm resolution and customer satisfaction
- Coach new Customer Service Representatives by assisting them in learning the department’s policies and procedures through job shadowing
- Provide assistance to the various residential administration departments when required
- Prepare mortgage discharge and assumption statements
- Promote online and phone services
- Ensure client privacy is protected at all times
- Listen to client problems and take the appropriate problem-solving steps
- Complete special projects as assigned by the Manager
- Adhere to policies /procedures to ensure AML requirements are met, when applicable.

**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 with customers
- Demonstrated team player
- Written and spoken French is required
- Strong written and spoken English is an asset

**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—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