Customer Relations Agent, Customer Service--Bilingual
First National Financial LP is one of Canada’s largest non-bank lenders, providing residential mortgages through the mortgage broker channel. The Bilingual Customer Relations Agent is responsible for ensuring client inquiries and requests are processed in a timely manner, while promoting online services and assisting various departments as needed.
Responsibilities
- Answer incoming calls on the customer service queue and make outbound calls when necessary
- Handle between 50 to 65 calls a day
- Identify, solve and/or confirm inquiries and requests received by fax, mail and email or online account
- 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
Skills
- Bilingualism (French, English) required - interactions with English-speaking customers or partners
- Strong verbal and written communication skills, in both English and French
- Competency in MS Office; capacity to learn new technologies/systems
- 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
- Excellent telephone manner
- Friendly, outgoing personality
- Post secondary education and/or equivalent work experience preferred
- Mortgage experience an asset
Benefits
- 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
Company Overview