Representative, Customer Service

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 be the first point of contact for your customers and 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.

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 virtual healthcare and an Employee & Family Assistance Program
• 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!

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.

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.