Customer Relations Agent--Bilingual, Customer Service

First National Financial LP; Montreal (administrative region); On-site; CAD 43,000 - 53,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Extensive training programs

Modern office environment

Social events

Job summary

First National is hiring a bilingual Customer Relations Agent in Montreal to manage inquiries and process requests in English and French. The role handles high call volumes, inbound/outbound calls, and requires privacy compliance. The position offers full-time hours from 12:00 p.m.

to 8:00 p.m. and advancement within a large Canadian mortgage lender. Benefits are offered per employment terms; training programs support success, with a modern office and team-focused culture in a prime

Qualifications

• Post secondary education and/or equivalent work experience preferred.
• Mortgage experience is 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.

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 English/French

Mortgage experience

Verbal & written communication

Problem solving

Detail oriented

Flexible/Adaptable

Friendly, outgoing personality

Excellent telephone manner

Team player

French/English bilingual required

Education

Post-secondary education or equivalent

Tools

MS Office

Job description

We are hiring a Customer Relations Agent--Bilingual!

Reporting To

Supervisor, Customer Service

Full-Time/Part-Time

Full-Time

Salary Range

$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

6.5

Office Location

Montreal – Great location! Steps away from the main public transit station

What We Offer

• 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
• 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.

Application Note

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 Statement

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

Equal Opportunity Employer

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.

Accessibility Support

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.

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