Specialist, Customer Connect (12-month contract)

First American; Oakville; Hybrid; CAD 57,000 - 70,000; Full time

Benefits offered by this job

Hybrid work arrangements

EFAP and Wellness Essentials group

Retirement plan with company match

Volunteer and donation matching

Stock purchase plan

Job summary

FCT is seeking a Customer Connect Specialist to provide enterprise-wide technology support to internal and external customers, acting as a central point of contact for system access, platform navigation and troubleshooting. You will serve as the subject matter expert to ensure smooth and timely transactions for clients and lawyers.

The role emphasizes high-volume service, cross-functional communication, and educating customers on processes and platforms while maintaining SLA adherence.

Qualifications

• Minimum of 2 years Customer Service experience in a call center/technical support role.
• Strong communication skills (verbal and written).
• Effective time management skills, able to work under pressure and manage competing deliverables.
• Knowledge of title insurance, mortgages and/or financial services and business are beneficial to understanding the industry.
• Strong technical skills and ability to grasp new concepts quickly – we support various programs and portals.
• Experience and understanding of FCT systems would be beneficial.

Responsibilities

• Handle a high volume of inbound requests/calls for service in a friendly and professional manner.
• Address and advise lawyers on issues related to their files.
• Communicate with internal/external customers via multiple mediums with accuracy and professionalism.
• Assist with navigational and technical support inquiries.
• Educate customers on processes, ordering platforms and the various products FCT offers.
• Monitor inboxes and systems to ensure inquiries and activations are processed within SLA.
• Maintain up-to-date knowledge of processes and policies for multiple clients to provide accurate information, team support and first call resolution.

Skills

Customer Service

Call center

Technical support

Communication skills

Time management

FCT systems

Tools

FCT systems

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. The Customer Connect Specialist provides enterprise-wide technology support to both internal and external customers acting as a central point of contact for system access issues, platform navigation, and trouble shooting. In your role you will act as the SME in order to ensure that transactions close smoothly and in time.

HERE’S HOW YOU’LL CONTRIBUTE:

• Ensure optimum servicing to our client base by handling a high volume of inbound requests/calls for service in a friendly and professional manner.
• Address and advise lawyers on any issues related to their specific files.
• Communicate with internal/external customers via multiple mediums with accuracy and professionalism.
• Assisting with navigational and technical support inquires.
• Educate customers on processes, ordering platforms and the various products FCT offers.
• Monitor inboxes and systems to ensure all inquiries and activations are processed within SLA.
• Maintain up to date knowledge of processes and policies for multiple clients in order to provide accurate and complete information, team support and first call resolution.

HERE’S WHAT YOU’LL BRING:

• Minimum of 2 years Customer Service experience in a call center/technical support role
• Strong communication skills (verbal and written).
• Effective time management skills, able to work under pressure and manage competing deliverables.
• Knowledge of title insurance, mortgages and/or financial services and business are beneficial to understanding the industry we work in.
• Strong technical skills and ability to grasp new concepts quickly – we support various programs and portals.
• Experience and understanding of FCT systems would be beneficial.

Our core hours of operation are 8:00 a.m.- 8:00 p.m. Monday through Friday. Candidates must be flexible to work within these shifts.

Total Direct Compensation: 57,200 - 70,000 Any pay range is in $CAD. The stated pay range reflects the total expected compensation for this role (e.g., base pay plus any expected incentives or allowances, where applicable)

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
• For over a decade, FCT has been certified by the Great Place to Work Institute as one of Canada’s best workplaces. We have also been recognized as a Top 50 Best Workplace in Canada, Best Workplaces in Canada for Women and Best Workplaces in Canada with Most Trusted Executive teams. In addition, FCT is recognized as one of Greater Toronto’s Top Employers. 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.

We may use AI assisted tools to help screen or assess applications; however, all hiring decisions include human review. 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.

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!