Representative, Customer Service
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Key skills for this role
About the Role
FCT is seeking a Customer Service Representative to handle inbound and outbound calls, providing exceptional service to lawyers and lenders. The role requires one year of call center experience and strong communication skills.
Key Skills for This Role
Responsibilities
- Ensure optimum servicing to 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
Requirements
- Minimum one year of customer service experience in a call center environment
- 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)
- Flexibility to work a regular rotating late shift to 9 p.m.
- Mortgage administration experience or Legal Assistant/Law Clerk diploma (asset)
Full Job Posting
Company Summary
- 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.
Job Summary
- As a Customer Service Representative, you will be responsible for inbound and outbound calls, providing an exceptional experience on every call.
- You will be an expert on the process and requirements 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 9 p.m.
Total Direct Compensation
- 45,880 55,130 CAD.
Here's what sets us apart
- Comprehensive benefits that include Employee and Family Assistance Program (EFAP) and Wellness Essentials.
- 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.
- Opportunity to participate in our stock purchase plan.
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