Representative, Customer Service

Company Summary

FCT provides industry-leading title insurance, default solutions and other real‑estate related products and services to legal, lending, valuation and real‐estate professionals across Canada. We are committed to the success of each employee and foster a diverse and inclusive environment.

Job Summary

As a Customer Service Representative, you will be the first point of contact for our clients, handling inbound and outbound calls and ensuring an exceptional experience on every call. You will function as an expert on the processes and requirements that keep transactions closing smoothly and on time.

Responsibilities

• Handle a high volume of inbound calls and service requests in a friendly, professional manner.
• Address lawyers and lenders on any issues relating to their specific files and elevate to internal partners as required.
• Process designated lender follow‑up in accordance with the applicable program to meet service standards.
• Communicate file updates to internal and external partners using internal computer systems.
• Organize rush requests and assist with the preparation of document packages and reporting.
• Meet and exceed customer needs and expectations, escalating all issues to the department manager.

Qualifications

• Minimum one year of customer service experience in a call‑center environment.
• Mortgage administration experience or a Legal Assistant/Law Clerk diploma is an asset.
• Exceptional phone manner with strong communication and interpersonal skills.
• Proven ability to problem‑solve and prioritize issues.
• Detail oriented with proven ability to multi‑task in a fast‑paced environment.
• Ability to exercise good judgment in protecting confidential information.
• Intermediate computer skills in MS Office products (Word, Excel and PowerPoint).

Schedule

Core hours of operation are 8:00a.m. – 9:00p.m. Monday through Friday. Candidates must be flexible to work a regular rotating late shift to 9p.m.

Compensation

Total Direct Compensation: 45,880 – 55,130CAD. The stated pay range reflects the total expected compensation for this role, including base pay and any applicable incentives or allowances.

Benefits

• Employee and Family Assistance Program (EFAP) and Wellness Essentials Group retirement savings plan with company match.
• Paid holidays and generous paid time off.
• Hybrid work arrangements.
• Paid volunteer opportunities and charitable donation matching.
• Employee recognition programs that include referral incentives.
• Potential for performance‑based incentives.
• Opportunity to participate in our stock purchase plan.

Equal Opportunity Employment

FCT is an equal‑opportunity employer and is committed to an active nondiscrimination program. All recruitment, hiring, placements, transfers, promotions, training, compensation, benefits, discipline, and other terms and conditions of employment will be on the basis of the qualifications of the individual, regardless of race, colour, place of origin, ethnic origin, citizenship, handicap (including mental and physical disability), sex, sexual orientation, gender identity and expression, creed (religion), marital status, family status, age, or any other basis prohibited by applicable provincial or federal human‑rights legislation. In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, we will accept a request for accommodation as part of the hiring process.

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