Customer Relations Agent – Customer Service

About the role

First National is seeking a Customer Relations Agent to join its customer service team in Toronto. You will be the primary point of contact for clients, handling inquiries across multiple channels and ensuring timely, accurate resolutions in line with company policies.

Key responsibilities

• Answer incoming calls on the customer service queue and make outbound calls as needed.
• Handle 35‑45 calls per day, addressing inquiries received by fax, mail, email, or online account.
• Process client-requested changes during interactions and follow up to confirm resolution and satisfaction.
• Promote online services and protect client privacy at all times.
• Assist residential administration departments when required and complete special projects assigned by the manager.

Required profile

• Post‑secondary education or equivalent work experience preferred.
• Mortgage experience is an asset.
• Strong verbal and written communication skills with a friendly, outgoing personality.
• Excellent telephone manner and demonstrated flexibility in a fast‑changing environment.
• Ability to resolve problems, pay close attention to detail, and think critically.
• Team player who is responsible, reliable, and adaptable.

Required skills

• Competency in MS Office

What we offer

• Highly competitive compensation package including base salary, bonus, and benefits.
• Hybrid working environment with extensive training programs.
• Modern office space, supportive teamwork culture, and opportunities for community involvement.