Customer Service Representative
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Key skills for this role
Role Overview
The Customer Service Representative is the first point of contact for customers and supports smooth, timely transaction closing.
The role handles inbound and outbound calls and requires professionalism, friendliness, attention to detail, and practical problem-solving.
Key Skills for This Role
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Company Summary
FCT provides title insurance, default solutions, and real estate-related products and services to legal, lending, valuation, and real estate professionals across Canada.
FCT emphasizes employee development, collaboration, diversity, and customer service.
Job Summary
The Customer Service Representative is the first point of contact for customers and supports smooth, timely transaction closing.
The role handles inbound and outbound calls and requires professionalism, friendliness, attention to detail, and practical problem-solving.
How You’ll Contribute
- Handle a high volume of inbound calls and service requests for clients.
- Address file issues with lawyers and lenders and escalate matters to internal partners when needed.
- Process designated lender follow-up according to applicable programs and service standards.
- Communicate file updates through internal computer systems.
- Organize rush requests and assist with document packages and reporting.
- Meet customer expectations and escalate issues to the department manager.
What You’ll Bring
- At least one year of customer service experience in a call-center environment.
- Mortgage administration experience or a Legal Assistant or Law Clerk diploma is an asset.
- Strong phone, communication, interpersonal, problem-solving, prioritization, and multitasking skills are required.
- Ability to protect confidential information and use sound judgment.
- Intermediate proficiency with Microsoft Word, Excel, and PowerPoint is required.
- Candidates must be flexible to work a regular rotating late shift ending at 9:00 p.m. Monday through Friday.
Compensation
- Total direct compensation is listed as CAD 45,880 to CAD 55,130.
- The stated range may include base pay and expected incentives or allowances.
Work Arrangement
- Hybrid work arrangements are offered.
Benefits and Programs
- Benefits include employee and family assistance, wellness support, retirement savings with company matching, paid holidays, paid time off, volunteer opportunities, donation matching, recognition programs, and potential performance incentives.
- Employees may also participate in a stock purchase plan.
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