Bilingual Customer Relations Agent

About the role

The Bilingual Customer Relations Agent ensures that client inquiries and requests are handled promptly and in line with company policy. Working in a dynamic call‑center environment, you will support both English‑ and French‑speaking customers while promoting online services and protecting client privacy.

Key responsibilities

• Answer incoming calls on the customer service queue and make outbound calls when needed.
• Handle 50‑65 calls per day, addressing inquiries received via fax, mail, email or online account.
• Identify, resolve or confirm client requests and process certain changes during interactions.
• Follow up with clients to confirm resolution and satisfaction.
• Assist residential administration departments as required.
• Promote online services and ensure client privacy at all times.
• Listen to client issues and take appropriate problem‑solving steps.
• Complete special projects assigned by the manager.

Required profile

• Post‑secondary education or equivalent work experience.
• Mortgage experience is an asset.
• Strong verbal and written communication in English and French.
• Friendly, outgoing personality with an excellent telephone manner.
• Flexibility to adapt to a constantly changing environment.
• Ability to resolve problems, strong attention to detail and critical thinking.
• Team player who is responsible, reliable and adaptable.

Required skills

• Competency in MS Office and ability to learn new technologies/systems.

What we offer

• Highly competitive compensation package including base salary, bonus and benefits.
• Comprehensive benefits program (Health Spending Account, Maternity/Parental Leave top‑up).
• Extensive training programs and career advancement opportunities.
• Modern office environment conducive to collaboration.
• Supportive teamwork culture and regular social/community events.