Lead Officer

FCT; Oakville; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading title insurance company in Oakville, Ontario, is seeking a Lead Officer to ensure efficient processing of Title Insurance Products. The role involves superior customer service, managing complex files, and training staff. Candidates should have a law clerk or legal admin background, three to four years in mortgage experience, and excellent problem-solving skills. The position offers comprehensive benefits and a hybrid work environment.

Benefits

Comprehensive benefits

Group retirement savings plan

Paid holidays and generous paid time off

Paid volunteer opportunities

Employee recognition programs

Qualifications

• Graduate of a law clerk/legal admin program or equivalent experience is required.
• Three to four years mortgage related experience.
• Proven ability to problem solve and prioritize issues.

Responsibilities

• Provide superior customer service to clients via portal, email and phone.
• Manage complex situations and files with Title Officers and Lender representatives.
• Assist in the development of training plans for new staff.

Skills

Customer service

Problem solving

Attention to detail

Time management

Education

Law clerk/legal admin program

Tools

MS Office

Outlook

Job description

Company Summary

Come work for a company that’s committed to the success of each and every employee. A place where innovators and collaborators come together and build on each other’s talents. Where diversity is welcomed and celebrated.

FCT provides industry-leading title insurance, default solutions and other real estate related products and services to legal, lending, valuation and real estate professionals across Canada. With FCT, you will have the opportunity to build a meaningful career. Join us as we continue to do exciting work and make a big impact on our colleagues, customers and communities.

Job Summary

We are continually searching for great talent; individuals who possess a deep commitment to the customers and markets we serve. If you would like to join a company that is committed to the success of each employee and offers challenge, purpose and the opportunity to grow both personally and professionally in a team-oriented environment, you'll enjoy a career with us! We understand that fostering a diverse and inclusive environment is critical for the success of our business, and we actively work towards it every day.

As a Lead Officer you will accomplish the efficient processing of the Title Insurance Products by effectively assisting with the day-to-day operations of the department, planning, organizing and supervising the team in a consistent and economical manner, providing the highest quality customer service while following the prescribed procedures and turnaround times, and keeping within the company’s corporate values and culture.

HERE’S HOW YOU’LL CONTRIBUTE:

• Provide superior customer service to our clients via portal, email and phone responding to all elevated inquiries within specified timeframes. Develop internal and external partnerships to enhance overall customer service experience.
• Read and understand search of title from multiple provinces and make necessary amendments to internal records consistently applying Underwriting Guidelines, as applicable, to all files.
• Manage complex situations and files with the Title Officers and Lender representative (lender, mortgage specialist etc.)
• Accountable to maintain up to date knowledge on all corporate and lender policies and procedures and ensure consistent application by Title Officers

• Assist in the development of training plans for new staff and ongoing cross training within the team
• Provide day-to-day balanced, constructive feedback to members of the department regarding their work
• Assist Manager developing initiatives designed to increase employee engagement, improve productivity and improve recruitment and retention experience.
• Assist Manager with building, motivating, and coaching to achieve productivity and customer experience goals

• Provide detailed feedback to the department manager for incorporation into the annual and probationary reviews of department employees

HERE’S WHAT YOU’LL BRING:

• Graduate of a law clerk/legal admin program or equivalent experience is required
• Three to four years mortgage related experience
• Three to four years’ experience working independently on real estate files from opening to close, including all aspects of funding
• Demonstrated ability to work under pressure and adeptly handle stressful situations
• Proven ability to problem solve and prioritize issues. Possess strong attention to detail with the ability to manage competing priorities within a busy office environment.
• Ability to exercise good judgment in protecting confidential information.
• Intermediate computer skills in MS Office and Outlook.
• Flexibility to work additional hours as required

HERE’S WHAT SETS US APART:

Through mentoring, innovative tools, and a variety of programs that engage and reward, we empower each employee to be great and drive results.

• Comprehensive benefits that include Employee and Family Assistance Program (EFAP) and Wellness Essentials
• Group retirement savings plan with company match
• Paid holidays and generous paid time off
• Hybrid work arrangements
• Paid volunteer opportunities and charitable donation matching
• Employee recognition programs that include referral incentives
• Potential for performance-based incentives
• The opportunity to participate in our stock purchase plan
• And more!

*As per terms of the employment agreement

The Great Place to Work® Institute has named FCT one of Canada’s Top 50 Best Workplaces, Best Workplaces in Canada for Financial Services & Insurance, Best Workplaces in Canada for Women, Best Workplaces in Canada for Inclusion and Best Workplaces in Canada for Mental Wellness. We’re also one of Achievers 50 Most Engaged Workplaces™ in North America.

By joining us, you will not only be part of an award-winning organization, you will be part of a workforce that is engaged and empowered to succeed.

Thank you for considering FCT. We look forward to meeting you.

In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, a request for accommodation will be accepted as part of FCT’s hiring process.

To avoid any delays in the recruitment process, if you require accommodation to apply, please provide your accommodation needs in advance. You may also be required to submit adequate medical/other documentation to Human Resources to support your request for accommodation.

FCT is an equal opportunity employer and is committed to an active nondiscrimination program. All recruitment, hiring, placements, transfers, promotions, training, compensation, benefits, discipline, and other terms and conditions of employment will be on the basis of the qualifications of the individual regardless of race, colour, place of origin, ethnic origin, citizenship, handicap (including mental and physical disability), sex, sexual orientation, gender identity and expression, creed (religion), marital status, family status (being in a parent/child relationship), age, or any other basis prohibited by the applicable provincial or federal human rights legislation.