Representative, Customer Service

Company Summary

Come work for a company that's committed to the success of each and every employee. A place where innovators and collaborators come together and build on each other's talents. Where diversity is welcomed  and celebrated.

FCT provides industry-leading title insurance, default solutions and other real estate related products and services to legal, lending, valuation and real estate professionals across Canada. With FCT, you will have the opportunity to build a meaningful career. Join us as we continue to do exciting work and make a big impact on our colleagues, customers and communities.

Job Summary

We are continually searching for great talent; individuals who possess a deep commitment to the customers and markets we serve. If you would like to join a company that is committed to the success of each employee and offers challenge, purpose and the opportunity to grow both personally and professionally in a team-oriented environment, you'll enjoy a career with us We understand that fostering a diverse and inclusive environment is critical for the success of our business, and we actively work towards it every day. 

As a Customer Service Representative, you will be responsible for inbound and outbound calls. You will be the first point of contact for your customers and will be required to provide an exceptional experience on every call. It is crucial in this role that you are professional, friendly, and able to build rapport while owning every interaction. Attention to detail and the ability to think outside the box are essential. In your role, you will be an expert on the process and requirements to ensure transactions close smoothly and on time.

HERE'S HOW YOU'LL CONTRIBUTE:

• 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.

HERE'S WHAT YOU'LL BRING:

• Minimum 3–5 years of experience in a call center environment and/or 3–5 years in a banking environment.

• Mortgage administration experience or a Legal Assistant/Law Clerk diploma would be an asset.

• Exceptional phone manner with strong communication and interpersonal skills.

• Ability to build rapport and own every interaction.

• 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).

• Hybrid work model: 3 days in office required.

• 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 9:00 p.m.

HERE'S WHAT SETS US APART: 

Through mentoring, innovative tools, and a variety of programs that engage and reward, we empower each employee to be great and drive results.

• Comprehensive benefits that include Employee and Family Assistance Program (EFAP) and Wellness Essentials

• 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

*As per terms of the employment agreement

The Great Place to Work Institute has named FCT 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're also one of Achievers 50 Most Engaged Workplaces in North America.

By joining us, you will not only be part of an award-winning organization, you will be part of a workforce that is engaged and empowered to succeed.

Thank you for considering FCT. We look forward to meeting you.

In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, a request for accommodation will be accepted as part of FCT's hiring process.

To avoid any delays in the recruitment process, if you require accommodation to apply, please provide your accommodation needs in advance. You may also be required to submit adequate medical/other documentation to Human Resources to support your request for accommodation.

FCT is an equal opportunity employer and is 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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