Hybrid Mortgage Customer Experience Specialist

First American; Oakville; Hybrid; CAD 46,000 - 55,000; Full time

Benefits offered by this job

EFAP

Wellness savings

Hybrid work arrangements

Stock purchase plan

Paid time off

Volunteer program

Job summary

FCT in Ontario is seeking a Customer Service Representative to handle inbound/outbound calls, be the first contact for clients, and ensure accurate, timely processing of mortgage transactions. The role emphasizes professionalism, rapport-building, and attention to detail in a busy, hybrid setting.

You'll work three days in the office with core hours 8:00 a.m. to 9:00 p.m., Monday to Friday, and occasional late shifts.

Qualifications

• Minimum 3–5 years of experience in a call center environment and/or 3–5 years in a banking environment.
• Mortgage administration experience or a Legal Assistant/Law Clerk diploma would be an asset.
• Exceptional phone manner with strong communication and interpersonal skills.
• Ability to build rapport and own every interaction.
• Detail-oriented and proven ability to multi-task in a fast-paced environment.
• Ability to exercise good judgment in protecting confidential information.
• Intermediate computer skills in MS Office products (Word, Excel, and PowerPoint).

Responsibilities

• Handle a high volume of inbound calls/requests for service in a friendly and professional manner.
• Address lawyers and lenders on any issues relating to their specific files, elevating to internal partners as required.
• Ensure service standards are being met by processing designated lender follow-up in accordance with the applicable program.
• Communicate file updates to internal and external partners using internal computer systems.
• Organize rush requests.
• Assist with preparation of document packages and reporting.
• Meet and exceed customers’ needs and expectations, escalating all issues to the department manager.

Skills

Call center experience

Banking environment

Mortgage administration

Excellent communication

Rapport building

Problem solving

MS Office

Education

Legal Assistant/Law Clerk diploma

Tools

MS Office (Word, Excel, PowerPoint)

Job description

FCT in Ontario is seeking a Customer Service Representative to handle inbound/outbound calls, be the first contact for clients, and ensure accurate, timely processing of mortgage transactions. The role emphasizes professionalism, rapport-building, and attention to detail in a busy, hybrid setting.

You'll work three days in the office with core hours 8:00 a.m. to 9:00 p.m., Monday to Friday, and occasional late shifts.