Customer Relations Agent--Bilingual, Customer Service

First National Financial; Montreal; On-site; CAD 43,000 - 53,000; Full time

Benefits offered by this job

Bonus

Benefits

Career advancement

Modern office environment

Job summary

First National is hiring a Bilingual Customer Relations Agent in Montreal for a full-time role. The position handles 50–65 daily calls, processes inquiries, and promotes online services, with a focus on client privacy and satisfaction.

Qualifications include post-secondary education, English/French fluency, MS Office proficiency, and a proactive, adaptable team player attitude. Competitive compensation and benefits accompany career growth opportunities.

Qualifications

• Post-secondary education and/or equivalent work experience preferred.
• Mortgage experience an asset.
• Competency in MS Office; capacity to learn new technologies/systems.
• Strong verbal and written communication in English and French.
• Friendly, outgoing personality.
• Excellent telephone manner.
• Demonstrated flexibility to adapt to a changing environment.
• Ability to resolve problems with strong attention to detail and critical thinking.
• Demonstrated team player, responsible, reliable and adaptable.
• Bilingualism (French, English) required - interactions with English-speaking customers or partners.

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

Bilingual (French/English)

Strong communication

Customer service

Problem solving

Attention to detail

Team player

Adaptability

Telephone etiquette

Mortgage industry knowledge

Tech savviness

Education

Post-secondary education or equivalent

Tools

MS Office

Job description

We are hiring a Customer Relations Agent--Bilingual!

Full-time

$43,000 – $53,000

12:00 p.m. – 08:00 p.m.

Grade: 6.5

Office Location: Montreal

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

The Opportunity

The Bilingual 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.

How you will contribute

• 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

The experience you need

• Post secondary education and/or equivalent work experience preferred
• Mortgage experience an asset
• 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
• Bilingualism (French, English) required - interactions with English-speaking customers or partners

Working Environment and Physical Demands Analysis

• Office environment
• 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.

Why join First National?

• Competitive Compensation
• Comprehensive benefits program (i.e., Health Spending Account, Maternity and Parental Leave Top Up)
• 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

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.

Artificial Intelligence is not used in our recruitment or hiring process for this role.

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 and 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.

#FNLOQC