Specialist, Customer Service - ON, AB, BC

Job description

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. 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. With FCT, you will have the opportunity to build a meaningful career. Join us as we continue to do exciting work and make a big impact on our colleagues, customers and communities. Job Summary We are continually searching for great talent; individuals who possess a deep commitment to the customers and markets we serve. If you would like to join a company that is committed to the success of each employee and offers challenge, purpose and the opportunity to grow both personally and professionally in a team-oriented environment, you'll enjoy a career with us! We understand that fostering a diverse and inclusive environment is critical for the success of our business, and we actively work towards it every day. As a Customer Service Specialist, you are responsible for creating a remarkable experience for our clients via inbound and outbound calls. It is crucial in this role that you are professional and friendly along with strong attention to detail and the ability to think critically and quickly. In your role as a Customer Service Specialist, you are an expert on the process and requirements and provide call support to our customers. You are adept at solving problems, de-escalating calls and providing support working toward first contact resolution. HERE’S HOW YOU’LL CONTRIBUTE: Ensure optimum servicing to our client base by handling inbound and outbound calls for service in a friendly and professional manner Reviewing and analyzing legal documents related to residential real estate transactions, including mortgage documentation, title insurance policies, and closing files Supporting lawyers and legal professionals by coordinating transaction files from initiation through to closing, ensuring all required legal documentation is complete and accurate Conducting detailed reviews of legal and transactional documents to verify accuracy, completeness, and compliance with applicable legal and regulatory standards Performing compliance checks on transaction files, identifying discrepancies, and ensuring all documentation meets regulatory and internal legal requirements prior to processing Liaising with legal stakeholders to facilitate resolution of documentation and compliance-related matters Conducting client due diligence in accordance with FINTRAC and Anti-Money Laundering (AML) regulations, including identity verification and documentation review Reviewing and analyzing legal documents, including corporate profiles, to verify corporate structure, identify beneficial ownership, and ensure compliance with legal and regulatory requirement Receive and process orders for Title Insurance by phone, fax and internet Address and advise lawyers on any issues related to their specific files Educate customers on Title Insurance and the various products FCT offers Maintain high level of professionalism with clients Maintain up to date knowledge of processes and policies for multiple clients in order to provide accurate and complete information, team support and first call resolution HERE’S WHAT YOU’LL BRING: Minimum 2-3 years of customer service experience in a call center environment Real Estate law firm experience with a Legal Assistant/Law Clerk diploma and/or Real Estate Mortgage Industry Experience Exceptional phone manner with strong communications and interpersonal skills Proven ability to problem solve and prioritize issues Detail oriented and 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); Our core hours of operation are 8:00 a.m.- 8:00 p.m. Monday through Friday. Candidates must be flexible to work within these shifts. The Great Place to Work® Institute certified FCT as one of Canada’s Top 50 Best Workplaces in Canada and as one of the Best Workplaces in Canada for Women. We’re also one of Achievers 50 Most Engaged Workplaces™ in North America. By joining us, you will not only be part of an award-winning organization, you will be part of a workforce that is engaged and empowered to succeed. Thank you for considering FCT. We look forward to meeting you. Total Direct Compensation: 44,970 - 54,030 Any pay range is in $CAD. The stated pay range reflects the total expected compensation for this role (e.g., base pay plus any expected incentives or allowances, where applicable) HERE’S WHAT SETS US APART: Through mentoring, innovative tools, and a variety of programs that engage and reward, we empower each employee to be great and drive results. Comprehensive benefits that include 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 The opportunity to participate in our stock purchase plan And more! *A s per terms of the employment agreement For over a decade, FCT has been certified by the Great Place to Work® Institute as one of Canada’s best workplaces. We have also been recognized as a Top 50 Best Workplace in Canada, Best Workplaces in Canada for Women and Best Workplaces in Canada with Most Trusted Executive teams. In addition, FCT is recognized as one of Greater Toronto’s Top Employers. By joining us, you will not only be part of an award-winning organization, you will be part of a workforce that is engaged and empowered to succeed. Thank you for considering FCT. We look forward to meeting you. We may use AI assisted tools to help screen or assess applications; however, all hiring decisions include human review. 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 any delays in the recruitment process, if you require accommodation to apply, please provide your accommodation needs in advance. You may also be required to submit adequate medical/other documentation to Human Resources to support your request for accommodation. 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 (being in a parent/child relationship), age, or any other basis prohibited by the applicable provincial or federal human rights legislation.