Supervisor, New Account Services

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.

Reporting To: Manager and Team Lead

Full-Time/Part-Time: Contract

Posting Date: March 31, 2025

Closing Date: April 11, 2025

Hours of Work: 8:30 a.m. – 5:00 p.m.

Office Location: Toronto, ON

Great location! Steps away from the main public transit station.

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.

The Opportunity:

The Supervisor is responsible for overseeing the MBS and File Update Team to ensure the goals and objectives of the department are met. The Supervisor will provide ongoing support to the Manager New Account Services. They will also ensure the MBS Team meets and follows all required CMHC and Computershare guidelines for securitization.

How you will contribute:

Team Management Responsibilities:

• Provide direction to team members on policy interpretation.
• Identify team and individual performance gaps with direct reports; communicate performance gaps; set action plans and provide training to improve performance.
• Participate in the recruitment process; screen resumes and assist Manager in conducting interviews.
• Coach employees on performance and customer service expectations, providing specific training in key skill areas, as necessary.
• Responsible for conducting annual performance reviews and setting performance goals, as well as having checkpoint meetings with individuals throughout the year, as necessary.
• Complete quality assurance spot checks of completed work on a monthly basis.
• Identify areas of opportunity to enhance business procedures; communicate business gaps; set action plans and provide business cases to develop operational changes.
• Special projects as assigned by Management.
• Adhere to policies/procedures to ensure AML requirements are met, when applicable.

File Update/MBS Responsibilities:

• Monitor workflow for Information Updates to ensure even distribution of daily workflow to ensure files are completed within company guidelines.
• Document policy and procedures with respect to New Account Services administration and update manual when required.
• Prepare weekly and monthly stats.
• Audit and monitor emails/requests sent to other departments by administrators.
• Ensure senior team members are processing account services emails in a timely manner.
• Ensure that team procedures and training methods are on par with MBS department guidelines.
• Provide input towards the testing of internal system enhancements.
• Document policy and procedures with respect to the MBS department, and update training manual where necessary.
• Responsible for reconciliation of monthly invoicing to Computershare.
• Responsible for ensuring deadlines are met with both internal and external partners.

The experience you need:

• Post secondary education and/or equivalent work experience preferred.

Core Competencies Required for the Role:

• Communication Skills
• People Management
• Problem Solving
• Decision Making
• Managing Change & Transition
• Relationship Management
• Client Focus
• Developing Others

Relationships:

Internal: Treasury, Underwriting

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.

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 future vacancy, but only candidates selected for an interview will be contacted.