Customer Relations Agent--Bilingual, Customer Service

Job summary

Handle incoming and outbound customer calls, respond to inquiries received by phone, fax, mail, email, or online accounts, and process client changes in accordance with company policy. Follow up to confirm resolution and customer satisfaction, protect client privacy, promote online services, and assist other departments or complete assigned projects as needed.

Job details

We are hiring a Customer Relations Agent--Bilingual! Reporting To Supervisor, Customer Service Full-Time/Part- Time Salary Range: Full-time $43,000 – $53,000 Posting Date November 5, 2026 Closing Date November 19, 2026 Hours Of Work 12:00 p.m. – 08:00 p.m. Grade Office Location: 6.5 Montreal 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 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 50 to 65 calls a day Identify, solve and/or confirm inquiries and requests received by fax, mail and email or online account Process certain changes during client interactions Follow-up with client to confirm resolution and customer satisfaction Provide assistance to the various residential administration departments when required Promote online services Ensure client privacy is protected at all times Listen to client inquiries and take the appropriate problem-solving steps Complete special projects as assigned by the Manager 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, strong attention to detail, critical thinking Demonstrated team player, responsible, reliable and adaptable Bilingualism (French, English) required - interactions with English-speaking customers or partners Working Environment And Physical Demands Analysis 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. Why join First National? Competitive Compensation Comprehensive benefits program (i.e., Health Spending Account, Maternity and Parental Leave Top Up) 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 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. Artificial Intelligence is not used in our recruitment or hiring process for this role. 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. #FNLOQC

What you’ll do

Handle incoming and outbound customer calls, respond to inquiries received by phone, fax, mail, email, or online accounts, and process client changes in accordance with company policy. Follow up to confirm resolution and customer satisfaction, protect client privacy, promote online services, and assist other departments or complete assigned projects as needed.

Requirements

Post-secondary education or equivalent work experience is preferred, and mortgage experience is an asset. The role requires English and French bilingualism, strong communication and telephone skills, Microsoft Office competency, and the ability to solve problems, adapt to change, and work reliably as part of a team.

Benefits

• Bonus
• Health Spending Account
• Maternity and Parental Leave Top-Up
• Training Programs
• Career Advancement Opportunities

Listed skills

• Customer service · Preferred
• Bilingual communication · Preferred
• written communication · Preferred
• Problem solving · Preferred
• Attention to detail · Preferred
• Critical Thinking · Preferred
• Microsoft Office · Preferred
• client relations · Preferred
• Time management · Preferred
• adaptability · Preferred
• Teamwork · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Bilingual Communication
• Verbal Communication
• Written Communication
• Problem-Solving
• Attention to Detail
• Critical Thinking
• Microsoft Office
• Telephone Etiquette
• Client Relations
• Call Handling
• Time Management
• Adaptability
• Teamwork
• Privacy Protection
• Online Services Promotion

Job areas

• Customer Service & Support
• Finance & Accounting

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