Customer Relations Agent -- Bilingual

First National Financial LP is one of Canada’s largest non-bank lenders, specializing in residential mortgages. They are hiring a Bilingual Customer Relations Agent responsible for handling client inquiries and ensuring timely processing in accordance with company policy.

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
• Ability to resolve problems, strong attention to detail, critical thinking
• Demonstrated flexibility to adapt to a constantly changing environment
• Demonstrated team player, responsible, reliable and adaptable
• Excellent telephone manner
• Post secondary education and/or equivalent work experience preferred
• Mortgage experience an asset
• Competency in MS Office; capacity to learn new technologies/systems
• Friendly, outgoing personality

Benefits

• Health Spending Account
• Maternity and Parental Leave Top Up

Company Overview