Company Summary Come work for a company that’s 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 Bilingual Lead Officer, you will accomplish the efficient processing of the Title Insurance Products by effectively assisting with the day-to-day operations of the department, planning, organizing and supervising the team in a consistent and economical manner, providing the highest quality customer service while following the prescribed procedures and turnaround times, and keeping within the company’s corporate values and culture. **** En tant qu’agent principal, vous assurerez le traitement efficace des produits d’assurance titres en aidant efficacement les activités quotidiennes du service, en étant responsable de la planification et de l’organisation, et en supervisant l’équipe de façon cohérente et économique. Vous offrirez également un service à la clientèle de la plus haute qualité, tout en suivant les procédures établies et les délais de traitement, et en respectant les valeurs et la culture de l’entreprise. HERE’S HOW YOU’LL CONTRIBUTE: Provide superior customer service to our clients via portal, email and phone responding to all elevated inquiries within specified timeframes. Develop internal and external partnerships to enhance overall customer service experience. Read and understand search of title from multiple provinces and make necessary amendments to internal records consistently applying Underwriting Guidelines, as applicable, to all files. Manage complex situations and files with the Title Officers and Lender representative (lender, mortgage specialist etc.) Accountable to maintain up to date knowledge on all corporate and lender policies and procedures and ensure consistent application by Title Officers Assist in the development of training plans for new staff and ongoing cross training within the team Provide day-to-day balanced, constructive feedback to members of the department regarding their work Assist Manager developing initiatives designed to increase employee engagement, improve productivity and improve recruitment and retention experience. Assist Manager with building, motivating, and coaching to achieve productivity and customer experience goals Provide detailed feedback to the department manager for incorporation into the annual and probationary reviews of department employees HERE’S WHAT YOU’LL BRING: Graduate of a law clerk/legal admin program or equivalent experience is required Three to four years mortgage related experience Three to four years’ experience working independently on real estate files from opening to close, including all aspects of funding Demonstrated ability to work under pressure and adeptly handle stressful situations Proven ability to problem solve and prioritize issues. Possess strong attention to detail with the ability to manage competing priorities within a busy office environment. Ability to exercise good judgment in protecting confidential information. Intermediate computer skills in MS Office and Outlook. Flexibility to work additional hours as required *** VOTRE CONTRIBUTION : Offrir un service à la clientèle de premier ordre à nos clients par l’intermédiaire du portail, par courriel et par téléphone pour répondre à toutes les demandes transmises à un échelon supérieur dans les délais prescrits. Établir des partenariats internes et externes afin d’améliorer l’expérience client globale. Lire le contenu pertinent et comprendre la recherche de titres dans plusieurs provinces, et apporter les modifications nécessaires à tous les dossiers internes en appliquant de façon uniforme les lignes directrices en matière de souscription, s’il y a lieu. Gérer des situations et des dossiers complexes avec les agents d’opérations et le représentant du prêteur (prêteur, spécialiste en prêts hypothécaires, etc.). Être responsable de se tenir au courant de toutes les politiques et procédures d’entreprise et de prêteurs, et veiller à ce que les agents d’opérations les appliquent. Participer à l’élaboration de plans de formation pour les nouveaux employés et à la formation polyvalente continue au sein de l’équipe. Offrir aux membres du service des rétroactions quotidiennes constructives et équilibrées concernant leur travail. Aider le gestionnaire à élaborer des initiatives conçues pour accroître la mobilisation des employés, améliorer la productivité et améliorer l’expérience de recrutement et de fidélisation. Aider le gestionnaire quant au renforcement, à la motivation et à l’encadrement pour atteindre les objectifs de productivité et d’expérience client. Fournir des rétroactions détaillées au gestionnaire du service aux fins d’intégration aux évaluations annuelles de rendement et à celles relatives à la période de probation des employés du service. VOS COMPÉTENCES : Diplôme en techniques juridiques ou en administration juridique, ou expérience équivalente, de rigueur. De trois à quatre années d’expérience dans le domaine des prêts hypothécaires. De trois à quatre années d’expérience de travail autonome sur des dossiers immobiliers, de l’ouverture à la clôture, y compris tous les aspects du financement. Capacité démontrée à travailler sous pression et à gérer efficacement les situations stressantes. Capacité avérée à résoudre des problèmes et à les prioriser. Grand souci du détail et capacité à gérer des priorités concurrentes dans un milieu de travail occupé. Capacité à faire preuve de jugement pour protéger les renseignements confidentiels. Connaissances intermédiaires de la suite Microsoft Office et de Outlook. Ouverture à travailler des heures supplémentaires au besoin. 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! *As per terms of the employment agreement The Great Place to Work® Institute has named FCT one of Canada’s Top 50 Best Workplaces, Best Workplaces in Canada for Financial Services & Insurance, Best Workplaces in Canada for Women, Best Workplaces in Canada for Inclusion and Best Workplaces in Canada for Mental Wellness. We’re also one of Achievers 50 Most Engaged Workplaces™ in North America. 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. 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. 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!
