Bilingual Customer Relations Agent

First National is proud to be an equal opportunity employer and is committed to diversity and inclusion regardless of race, color, religion, national origin, age, gender identity, physical or mental disability, sexual orientation and any other category protected by law.

First National supports requests for accommodation from applicants with disabilities; please contact Human Resources at accessibility@firstnational.ca should you need an accommodation at any point in the recruitment process.

We are hiring a Bilingual Customer Relations Agent, Customer Service!

Reporting To: Manager, Customer Service

Full-Time/Part-Time: Full-time

Posting Date: April 4, 2025

Closing Date: April 18, 2025

Hours of Work: 12:00 p.m. – 8:00 p.m.

Grade: 6.5

Office Location: Montreal, QC

What we offer:

Highly competitive compensation package which includes base salary, bonus, benefits, and career advancement opportunities!

*Eligibility for benefits is dependent on the terms of employment

This position requires linguistic fluency. Priority will be given to candidates completely fluent in English and French.

The Opportunity

The Bilingual Customer Relations Agent is responsible for ensuring all client inquiries and requests are dealt with and processed on a timely basis and in accordance with company policy.

How you will contribute:

• Answer incoming calls on the customer service queue and make outbound calls when necessary
• Handle between 65 to 75 calls a day
• Identify, solve and/or confirm inquiries and requests received by fax, mail and email
• Follow-up with client to confirm resolution and customer satisfaction
• Coach new Customer Service Representatives by assisting them in learning the department’s policies and procedures through job shadowing
• Provide assistance to the various residential administration departments when required
• Prepare mortgage discharge and assumption statements
• Promote online and phone services
• Ensure client privacy is protected at all times
• Listen to client problems and take the appropriate problem-solving steps
• Complete special projects as assigned by the Manager
• Adhere to policies/procedures to ensure AML requirements are met, when applicable

The experience you need:

• Post secondary education and/or equivalent work experience preferred
• Mortgage experience an asset
• Competency in MS Office; capacity to learn new technologies/systems
• Strong verbal and written communication skills, in both English and French
• Friendly, outgoing personality
• Excellent telephone manner
• Demonstrated flexibility to adapt to a constantly changing environment
• Ability to resolve problems with customers
• Demonstrated team player
• Bilingualism (French, English) required - interactions with English-speaking customers or partners

Working Environment and Physical Demands Analysis:

• Periods of high volume with tight timelines
• Long periods of stationary position/sitting
• Prolonged periods of repetitive movement (i.e. using a keyboard and mouse)
• Long periods of time in viewing a computer screen
• Multi-tasking may include speaking to customers on a telephone call while looking up information on a computer program
• Call Centre requirements—long periods of time on phone calls using a headset and a queue

The team you’ll join:

Founded in 1988, First National is one of Canada’s largest non-bank lenders. We provide residential mortgages exclusively through the mortgage broker channel and we are Canada’s largest commercial mortgage lender.

First National has been consistently recognized as a great place to work and we are proud that our employee engagement feedback is higher than our industry partners.

We would like to thank all applications for their interest in this existing vacancy, but only candidates selected for an interview will be contacted.