Bilingual - Customer Relation Agent

First National • Montreal, Quebec, Canada • 15h ago

Reporting To: Closing Date: Hours of Work: Office Location: What we offer: The Opportunity 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
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
Office environment
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
Competitive Compensation
Comprehensive benefits program (i.e., Health Spending Account, Maternity and Parental Leave Top Up)
Hybrid working environment
Extensive training programs to set our employees up for success
Modern office environment conducive to collaboration
Supportive teamwork culture
Opportunities to give back to the communities and work through events focused on a variety of charities
Ongoing social events throughout the year