Bilingual Client Support Representative
About The Position
FNF Canada is an innovative provider of mortgage and loan-related services to Canadian lenders. We specialize in facilitating all aspects of mortgage transactions, including title insurance, document processing, property tax management, appraisal management, and valuation services for financial institutions. Our end-to-end solution suite seamlessly integrates the services required throughout the mortgage lifecycle from appraisal requests through to funding. With industry-leading technology, client-focused service strategies, agility, responsiveness, and an uncompromising focus on innovation, FNF Canada continues to differentiate itself within the industry. Reporting to the Director, IT Infrastructure and Security, the successful candidate will be a bilingual (English/French), client-focused professional with strong communication and problem-solving skills. This role is an excellent opportunity for someone looking to grow their career within financial services, customer operations, application support, or corporate support environments while gaining exposure to industry-leading systems, technologies, and business operations. The ideal candidate will bring experience supporting users in a fast-paced environment while delivering positive and professional customer experience. While this is not a highly technical Help Desk role, the successful candidate should possess strong technical aptitude, working functional knowledge of IT support-related tasks, and the ability to troubleshoot basic application, login, or access-related issues confidently and professionally. Exposure to mortgage, financial services, banking, title insurance, or corporate support environments is considered an asset. Hybrid Work Model: This position offers a collaborative hybrid work environment with a combination of remote and in-office support.
Requirements
- Post-secondary education in a related technical or administrative discipline
- Must be fully bilingual in English and French (written and verbal) with strong professional communication skills in both languages
- Previous customer service, application support, help desk, or support coordination experience preferred
- Strong communication, organizational, and problem-solving skills
- Must be fully proficient in Microsoft Office applications including Word, Excel, PowerPoint, and Visio
- Working functional knowledge of IT support-related tasks and general computer systems
- Comfortable navigating multiple systems, applications, and support platforms
- Ability to troubleshoot basic system, application, login, or access-related issues
- Ability to manage competing priorities in a fast-paced environment
- Strong attention to detail with the ability to provide accurate and timely support
- Professional, team-oriented approach with a strong customer service mindset
- Flexibility to work rotational shifts between 8:00 a.m. and 8:00 p.m., including occasional evenings or weekends as required
Nice To Haves
- Experience within mortgage, financial services, banking, title insurance, or a corporate support environment considered an asset
- Experience with ticketing systems or support platforms (such as ServiceNow) considered an asset
Responsibilities
- Provide bilingual (English/French) front-line support to internal and external users regarding application access, navigation, and general system inquiries
- Assist users with password resets, account access, and basic troubleshooting support requests
- Respond to support tickets and ensure timely follow-up and resolution of user inquiries
- Support users with troubleshooting functional application or system-related issues while maintaining a high level of customer service
- Escalate more complex technical issues to appropriate internal teams when required
- Create, update, and deactivate user accounts while maintaining proper access permissions and compliance standards
- Support clients by facilitating accurate and timely document processing and file creation activities
- Maintain accurate documentation and records related to support requests and user activities
- Collaborate with internal teams to support testing, updates, enhancements, and system improvements as needed
- Provide professional, courteous, and solutions-oriented support to users at all times
- Develop proficiency in Microsoft Office applications and internal support systems while working within a collaborative team environment
- Work effectively in a fast-paced support environment while balancing multiple priorities and deadlines
Benefits
- competitive compensation and benefits package
- career growth opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
