Customer Relations Agent

About the role

First National is seeking a Customer Relations Agent to join its Toronto office. You will be the primary point of contact for clients, handling inbound and outbound calls, emails, faxes and online inquiries while ensuring timely and accurate resolutions in line with company policies.

Key responsibilities

• Answer 50‑65 inbound calls per day and make outbound calls as needed.
• Process client requests received via fax, mail, email or online account.
• Perform routine changes during client interactions and follow up to confirm satisfaction.
• Promote the use of online services and protect client privacy at all times.
• Assist residential administration departments when required.
• Complete special projects assigned by the manager.

Required profile

• Post‑secondary education or equivalent work experience preferred.
• Mortgage industry experience is an asset.
• Strong verbal and written communication skills in English.
• Friendly, outgoing personality with an excellent telephone manner.
• Ability to adapt to a fast‑changing environment and work well in a team.

Required skills

• Competency in MS Office.

What we offer

• Competitive base salary with bonus potential ($42,471 – $63,707 annual for full‑time).
• Comprehensive benefits package (health spending account, parental leave top‑up, etc.).
• Extensive training and career advancement opportunities.
• Modern office environment with supportive teamwork culture.
• Opportunities to participate in community events and charitable initiatives.