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

Job summary

First National Financial in Canada is seeking a bilingual Customer Relations Agent to handle client inquiries in English and French. The role focuses on timely processing of requests, privacy, and high-volume call handling in a residential mortgage context.

You'll answer calls, resolve inquiries, promote online services, and support various departments while maintaining service excellence and compliance with company policy.

Qualifications

• Post secondary education and/or equivalent work experience preferred
• Bilingual (French, English) required
• Strong verbal and written communication skills

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
• 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

Job description

Customer Relations Agent--Bilingual, Customer Service

Job Description

Posted Thursday, August 20, 2026 at 4:00 a.m. | Expires Friday, September 11, 2026 at 3:59 a.m.

We are hiring a Customer Relations Agent--Bilingual!

Reporting To:

Supervisor, Customer Service

Full-Time/Part- Time:

Salary Range:

Full-time

$43,000 – $53,000

Posting Date:

August 20, 2026

Closing Date:

September 10, 2026

Hours of Work:

12:00 p.m. – 08:00 p.m.

Grade:

Office Location:

6.5

Montreal

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 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
• 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:

• 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 screenMulti-tasking may include speaking to customers on a telephone call while looking up information on a computer program.
• 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.

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.