Customer Service Agent - Bilingual

We are looking to hire a Bilingual Customer Service Agent!

Immediate Supervisor: Customer Service Manager

Full-time/Part-time: Full-time

Salary Range: $43,000 – $53,000

Posting Date: July 20, 2026

Closing Date: July 27, 2026

Working Hours: 12h to 20h

Level: 6.5

Work Location: Montreal - Incredible location! Just a few steps from the main public transportation station

What We Offer

A very competitive total compensation package including base salary, bonus, benefits and advancement opportunities!

• Eligibility for benefits depends on work conditions
• The Opportunity:

The bilingual customer service agent is responsible for ensuring that all customer requests and inquiries are processed in a timely manner and in accordance with company policy.

Your Contribution

• Proactively engage with First National clients to provide exceptional service, ensuring every client interaction is exceptional.
• Handle between 40 and 60 interactions per day
• Assist clients by informing them about our products and services and promoting our online services.
• Resolve customer issues at the first point of contact by offering creative solutions and demonstrating strong decision-making skills.
• Process transactions to meet customer requests and ensure a seamless end-to-end customer experience.
• Exceed customer expectations while adhering to policies, practices, and procedures.
• Ensure customer privacy is protected at all times.
• Follow policies/procedures to ensure anti-money laundering requirements are met, where applicable.

Your Experience

• Post-secondary education and/or equivalent professional experience preferred
• Experience in the mortgage lending field is an asset
• Proficiency in MS Office; ability to learn new technologies and systems.
• Strong verbal and written communication skills - interactions with English-speaking clients or partners to support regional offices
• Friendly and outgoing personality
• Excellent telephone manner
• Demonstrated flexibility to adapt to a constantly evolving environment
• Problem-solving skills, strong attention to detail, critical thinking
• Proven team player, responsible, reliable, and adaptable
• Work Environment and Physical Requirements Analysis:
• Office environment
• Peak periods and tight deadlines
• Long periods of work without moving/while seated
• Long periods of repetitive movements (using a keyboard and mouse)
• Long periods spent in front of a computer screen
• Multitasking (e.g., speaking to a client on the phone while searching for information in a computer program).

Why Join First National?

• Competitive compensation
• Comprehensive benefits package including medical expense account, Maternity and Parental Leave Supplement)
• Comprehensive training programs that prepare our employees for success
• Modern office environment conducive to collaboration
• Team-oriented culture
• Opportunities to give back to the community and workplace through various charity activities
• Social activities throughout the year
• The Team You Will Join:

Founded in 1988, First National is one of the largest non-bank lenders in Canada. We offer residential mortgages exclusively through the mortgage broker network and are the first commercial mortgage lender in Canada.

First National has always been recognized as an employer that offers a great place to work and we are proud that our employees' engagement feedback is more positive than our industry peers.

We thank all candidates for their interest in this position, but we will only communicate with those selected for an interview.

Artificial intelligence is not used in our recruitment or hiring process for this position.

First National is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion without regard to race, color, religion, national origin, age, sexual identity, physical or mental disability, sexual orientation, or any other category protected by law.

First National supports accommodation requests from candidates with disabilities; please contact Human Resources at accessibility@firstnational.ca if you need an accommodation at any time during the recruitment process.

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