Customer Experience Specialist

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 and any other category protected by law.

First National supports requests for accommodation from applicants with disabilities; please contact Human Resources at accessibility@firstnational.ca should you need an accommodation at any point in the recruitment process.

We are hiring a Customer Experience Specialist, Customer Service!

The Opportunity

This role is responsible for shaping our clients’ impression of First National Financial.  The successful candidate would be responsible for investigating and resolving escalated issue, completing Quality Audits, and assisting with initial post training of our Customer Service Representatives.

To be successful in this role you must enjoy engaging in client-focused conversations, from resolving client complaints to coaching others to provide exceptional service at the first point of contact. The ideal candidate will be committed to providing superior customer service and helping others to do the same.

How you will contribute:

• Resolve escalated client issues.
• Liaison between the client and internal departments to facilitate resolutions on incoming escalated issues received via phone or email.
• Investigate account set up, payment issues and other processing inquiries.
• Collect all details, research account, collaborate with or send to the appropriate department, confirm resolution, and ensure customer satisfaction.
• Conduct Call Quality Audits of Customer Service calls
• Identify learning gaps, coaching opportunities, and procedural issues.
• Provide workable solutions to continuously improve First National service levels.
• Record all Escalated accounts managed by the Customer Care team.
• Responsible for monthly reporting
• Assist with initial on-the-job training for new Customer Service Representatives
• Ensure client privacy is protected.
• Promote First National Financial services and initiatives.
• Special projects as assigned by management.
• Assist with overflow of incoming calls for the Customer Service queues when required

The experience you need:

• Completed post-secondary education and/or equivalent work experience. 
• 2 years of Customer Service experience
• 1 year of mortgage experience preferred.

Working Environment and Physical Demands Analysis:

• Office environment
• Periods of high volume with tight timelines
• Long periods of stationary position/sitting
• Prolonged periods of repetitive movement (i.e. using a keyboard and mouse)
• 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.

Why join First National?

• Bright open concept office environment
• Large kitchens with a coffee and latte maker to enjoy at no cost
• Supportive teamwork focused environment
• Collaborative entrepreneurial spirit
• Opportunities to give back to the communities and work through events focused on a variety of charities
• Ongoing social events throughout the year
• Extensive training programs to set our employees up for success

The team you’ll join:

Founded in 1988, First National is one of Canada’s largest non-bank lenders. We provide residential mortgages exclusively through the mortgage broker channel and we are Canada’s largest commercial mortgage lender.

First National has been consistently recognized as a great place to work and we are proud that our employee engagement feedback is higher than our industry partners.

We would like to thank all applications for their interest in this existing vacancy but only candidates selected for an interview will be contacted.

#FNLOON