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 First National Financial LP is one of Canada's largest non-bank lenders, originating and servicing both residential and commercial mortgages. It was founded in 1988, and is headquartered in Toronto, Ontario, CAN, with a workforce of 1001-5000 employees. Its website is