Administrator II-Bilingual, Customer Administration

First National Financial; Toronto; On-site; CAD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Bilingual Administrator II to join their dynamic customer service team. This role involves managing client inquiries, processing requests efficiently, and ensuring high levels of customer satisfaction. With a focus on detail and organization, you will play a key part in maintaining the quality of service that sets this company apart. The ideal candidate will be bilingual in French and English, possess strong problem-solving skills, and thrive in a fast-paced environment. Join a company that values diversity and offers a supportive workplace culture, where your contributions will make a real impact.

Benefits

Competitive compensation package

Career advancement opportunities

Benefits eligibility

Qualifications

• Post-secondary education or equivalent work experience required.
• Mortgage experience is an asset.

Responsibilities

• Process client requests via various channels in a timely manner.
• Input new account information accurately into the mortgage system.
• Ensure customer satisfaction through follow-ups and resolution.

Skills

Bilingualism (French, English)

Customer service focus

Organizational skills

Attention to detail

Problem-solving

Education

Post-secondary education

Tools

MS Office

Job description

Tuesday, April 15, 2025

First National is proud to be an equal opportunity employer and is committed to diversity and inclusion regardless of race, color, religion, national origin, age, gender identity, physical or mental disability, sexual orientation or any other category protected by law.

First National supports requests for accommodation from applicants with disabilities; please contact Human Resources at [e-mail] should you need an accommodation at any point in the recruitment process.

Reporting To: Manager, Customer Service Administration

Full-Time/Part- Time: Full-time

Posting Date: April 15, 2025

Closing Date: April 29, 2025

Hours of Work: 8:30 a.m. – 5:00 p.m.

Grade: 6.5

Office Location: Downtown Toronto

Great location! Steps away from the main public transit station.

What we offer:

Highly competitive compensation package which includes base salary, bonus, benefits, and career advancement opportunities!

*Eligibility for benefits is dependent on the terms of employment.

The Opportunity

The Administrator II--Bilingual is responsible for ensuring all client inquiries and requests are dealt with and processed on a timely basis and in accordance with company policy.

How you will contribute:

• Process various requests received by fax, mail and/or email and via Chat from clients (i.e. admin requests, submit manual tickets, answer tax inquiries, etc.)
• Identify and process requests in a timely fashion.
• Input accurate new account information into the mortgage system.
• Confirm processed request to client in a timely fashion.
• Prepare Mortgage Assumption Statements.
• Follow-up with Solicitor for receipt of completed assumption documents.
• Ensure the accurate processing and update through auditing the processing of co-workers.
• Identify and solve inquiries in a timely fashion.
• Follow-up with client to confirm resolution and customer satisfaction.
• Complete special projects as assigned by the Management Team.
• Distribute faxes and emails through workflow.
• Identify the files and purpose of faxes or emails.
• Assist with preparing files for escalation.
• Sort mail and scan incoming mail.
• Adhere to policies/procedures to ensure AML requirements are met, when applicable.

The experience you need:

• Post-secondary education and/or equivalent work experience.
• Mortgage experience an asset.
• Competency in MS Office; capacity to learn new technologies/systems.
• Bilingualism (French, English) required - interactions with English/French-speaking customers or partners.
• Proven organizational skills and demonstrated ability to prioritize and multi-task.
• Proven customer service focus.
• Strong attention to detail.
• Demonstrated ability to work under pressure and maintain a calm focus during hectic periods.
• Excellent telephone manner.
• Ability to resolve problems with customers.

*This position requires linguistic fluency. Priority will be given to candidates completely fluent in English and French.

Working Environment and Physical Demands Analysis:

• Periods of high volume with tight timelines.
• Long periods of stationary position/sitting.
• Prolonged periods of repetitive movement (i.e. using a keyboard and mouse).
• Long periods of time in viewing a computer screen.
• Multi-tasking may include speaking to customers on a telephone call while looking up information on a computer program.

The team you’ll join:

Founded in 1988, First National is one of Canada’s largest non-bank lenders. We provide residential mortgages exclusively through the mortgage broker channel and we are Canada’s largest commercial mortgage lender.

First National has been consistently recognized as a great place to work and we are proud that our employee engagement feedback is higher than our industry partners.

We would like to thank all applications for their interest in this existing vacancy, but only candidates selected for an interview will be contacted.