Customer Service Representative - Residential Lending Solutions

Company Summary

Come work for a company that’s committed to the success of each and every employee. A place where innovators and collaborators come together and build on each other’s talents. Where diversity is welcomed and celebrated.

We are continually searching for individuals who contribute to the success of each employee and provide a professional and friendly environment. We will work with individuals who have a deep commitment to customer service and will respond with the greatest care and professionalism.

• Handle a high volume of inbound calls/requests for service professionally and friendly.
• Address legal questions and manage lender-related issues in accordance with internal guidelines.
• Ensure service standards are met by following lender guidelines.
• Communicate updates to internal and external partners using internal systems.
• Organize rush requests.
• Assist with the preparation of documents and reporting.
• meet and exceed customer needs and expectations, escalating all issues to the department manager.

• Minimum one year of customer service experience in a call‑center environment.
• Mortgage administration or legal assistant/license background is an asset.
• Exceptional phone manner with strong communication and interpersonal skills.
• Proven problem‑solving and priority‑setting ability.
• Detail‑oriented and proven multi‑tasking in a fast‑paced environment.
• Ability to exercise good judgment in protecting confidential information.
• Intermediate computer skills in MS Office (Word, Excel, 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 rotating late shift to 9 p.m.

Through mentoring, innovative tools, and a variety of programs that engage and reward, we empower each employee to excel and produce results.

• Comprehensive benefits including virtual health care and an Employee & Family Assistance Program.
• Group retirement savings plan with company match.
• Paid holidays and generous PTO.
• Hybrid work arrangements.
• Paid volunteer opportunities & charitable donation matching.
• Employee recognition programs that include referral incentives.
• Potential for performance‑based incentives.
• Opportunity to participate in our stock purchase plan.
• And more!

* As per terms of the employment agreement.

The Great Place to Work® Institute has named FCT one of Canada’s Top 50 Best Workplaces, Best Workplaces in Canada for Financial Services & Insurance, Best Workplaces in Canada for Women, Best Workplaces in Canada for Inclusion, and Best Workplaces in Canada for Mental Wellness. We’re also one of the 50 Most Engaged Workplaces™ in North America.

By joining us, you will not only be part of an award‑winning organization but part of a workforce that is engaged and empowered to succeed.

Thank you for considering FCT. We look forward to meeting you.

In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, a request for accommodation will be accepted as part of FCT’s hiring process. To avoid recruitment delays, if you need accommodation, provide your needs in advance. You may also be required to submit medical/other documentation to Human Resources to support your accommodation request.

FCT is an equal‑opportunity employer and is committed to an active nondiscrimination program. All recruitment, hiring, placement, promotion, training, compensation, benefits, discipline, and other employment terms will be based on qualifications regardless of race, color, place of origin, ethnic origin, citizenship, handicap (including mental and physical disability), sex, sexual orientation, gender identity/expression, creed (religion), marital status, family status (parent/child relationship), age, or any other basis prohibited by applicable provincial or federal human rights legislation.