First National is proud to be an equal opportunity employer and is committed to diversity and inclusion regardless of race, color, religion, national origin, age, gender identity, physical or mental disability, sexual orientation or any other category protected by law. First National supports requests for accommodation from applicants with disabilities; We are hiring a Bilingual Customer Relations Agent, Customer Service! Reporting To: Manager, Customer Service Full-Time/Part- Time: Full-time Office Location: The Bilingual Customer Relations Agent is responsible for ensuring all client inquiries and requests are dealt with and processed on a timely basis and in accordance with company policy. Answer incoming calls on the customer service queue and make outbound calls when necessary • Coach new Customer Service Representatives by assisting them in learning the department's policies and procedures through job shadowing • Provide assistance to the various residential administration departments when required • Prepare mortgage discharge and assumption statements • Promote online and phone services • Complete special projects as assigned by the Manager • Adhere to policies /procedures to ensure AML requirements are met, when applicable. Priority will be given to candidates completely fluent in English and French. Post secondary education and/or equivalent work experience preferred • Mortgage experience an asset • Competency in MS Office; Strong verbal and written communication skills, in both English and French • Excellent telephone manner • Written and spoken French is required • Strong written and spoken English is an asset Working Environment and Physical Demands Analysis: • Office environment • Long periods of time in viewing a computer screen • Multi-tasking may include speaking to customers on a telephone call while looking up information on a computer program. • Call Centre requirements—long periods of time on phone calls using a headset and a queue. Health Spending Account, Maternity and Parental Leave Top Up)• Extensive training programs to set our employees up for success • Modern office environment conducive to collaboration • Opportunities to give back to the communities and work through events focused on a variety of charities • Ongoing social events throughout the year We provide residential mortgages exclusively through the mortgage broker channel and we are Canada's largest commercial mortgage lender.