Customer Relations Agent, Customer Service

First National Financial LP is one of Canada’s largest non-bank lenders, providing residential mortgages through the mortgage broker channel. The 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. Responsibilities Answer incoming calls on the customer service queue and make outbound calls when necessary Handle between 35 to 45 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 Post secondary education and/or equivalent work experience 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, strong attention to detail, critical thinking Demonstrated team player, responsible, reliable and adaptable Mortgage experience Benefits Highly competitive compensation package which includes base salary, bonus, benefits, and career advancement opportunities! 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 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