Customer Service Representative

FCT; United States; Remote; USD 32,000 - 39,000; Full time

Benefits offered by this job

EFAP & Wellness Essentials

Group retirement savings plan with 100

Paid holidays and generous PTO

Hybrid work arrangements

Volunteer opportunities and donation-m

Employee recognition programs

Stock purchase plan

Job summary

FCT is seeking a Customer Service Representative to handle a high volume of inbound and outbound calls, serving as the first point of contact for customers and delivering an exceptional experience on every call. You will be professional, friendly, detail oriented, and able to think outside the box.

In this role you’ll work with lawyers and lenders, provide file updates in internal systems, organize rush requests, and assist with document packages to help ensure transactions close smoothly and on

Qualifications

• Minimum one year of customer service experience in a call center environment.
• Mortgage administration experience or a Legal Assistant/Law Clerk diploma would be an asset.
• Exceptional phone manner with strong communications and interpersonal skills.
• Proven ability to problem solve and prioritize issues.
• Detail oriented and able to multi-task in a fast paced environment.
• Good judgment in protecting confidential information.

Responsibilities

• Handle a high volume of inbound calls/requests for service in a friendly and professional manner.
• Address lawyers and lenders on issues relating to files and escalate when needed.
• Ensure service standards by processing lender follow-up per the program.
• Communicate file updates to internal and external partners using internal systems.
• Organize rush requests.
• Assist with preparation of document packages and reporting.
• Meet and exceed customers' needs and expectations, escalate issues to the manager.

Skills

Phone etiquette

Communication skills

Problem solving

Multitasking

Interpersonal skills

Education

Legal/Mortgage admin diploma

Tools

MS Office

Job description

Company Summary

Come work for a company that is 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 Customer Service Representative, you will be responsible for inbound and outbound calls. You will the first point of contact for your customers and you will be required to provide an exceptional experience on every call. It is crucial in this role that you are professional and friendly along with having attention to detail and the ability to think outside of the box. In your role as a Customer Service Representative you will be an expert on the process and requirements in order to ensure the transaction closes smoothly and on time.

Here’s How You’ll Contribute:

• Ensure optimum servicing to our client base by handling 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

Here’s What You’ll Bring:

• Minimum one year of customer service experience in a call center environment
• Mortgage administration experience or a Legal Assistant/Law Clerk diploma would be an asset
• Exceptional phone manner with strong communications and interpersonal skills
• Proven ability to problem solve and prioritize issues
• 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);
• Our core hours of operation are 8:00 a.m. -9:00 p.m. Monday through Friday. Candidates must be flexible to work a regular rotating late shift to 9p.m.

Total Direct Compensation:

45,880 - 55,130Any 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.