Hybrid Operations Lead – Mortgage & Customer Experience

First American; Calgary; Hybrid; CAD 62,000 - 76,000; Full time

Benefits offered by this job

Hybrid work arrangements

EFAP & Wellness program

Paid holidays

Volunteer opportunities

Performance-based incentives

Stock purchase plan

Job summary

FCT seeks an experienced Lead, Operations to supervise daily team activities, plan resources, and deliver high-quality customer service. The role emphasizes adherence to procedures and turnaround times in a hybrid Canadian work environment.

You will mentor staff, manage escalations, and continuously improve processes while aligning with FCT’s values and culture. A legal-administrative background and mortgage experience are required.

Qualifications

• Two-Three years supervisory/Team Lead experience
• Graduate of Law Clerk/Legal Administrative program or equivalent experience
• Three to four years mortgage related experience
• Ability to work under pressure and handle stressful situations
• Strong problem-solving and prioritization abilities
• Excellent attention to detail with ability to manage competing priorities
• Good judgment in protecting confidential information
• Deliver customer-centric service with responsiveness and accuracy
• Proficient in MS Office and Outlook, Excel
• Flexibility to work additional hours including weekends and off hours

Responsibilities

• Provide superior customer service to clients across channels
• Manage all elevated inquiries within specified timeframes
• Develop partnerships with internal/external stakeholders to improve service
• Maintain SOPs and training materials
• Handle complex files with appropriate stakeholders
• Keep up-to-date on corporate and lender policies
• Develop training plans for staff and cross-training
• Provide constructive feedback for performance reviews
• Lead initiatives to improve engagement, productivity and retention
• Oversee day-to-day operations including service levels and workforce management
• Support manager with year-end reviews and calibration

Skills

Supervisory experience

Mortgage experience

Problem solving

Attention to detail

Customer service

MS Office

Outlook

Ability to work weekends

Education

Law Clerk/Legal Administrative program

Equivalent experience

Tools

MS Office

Outlook

Job description

FCT seeks an experienced Lead, Operations to supervise daily team activities, plan resources, and deliver high-quality customer service. The role emphasizes adherence to procedures and turnaround times in a hybrid Canadian work environment.

You will mentor staff, manage escalations, and continuously improve processes while aligning with FCT’s values and culture. A legal-administrative background and mortgage experience are required.