Vacancy Status: This job posting is for an existing vacancy.
Compensation Range: $50,000 - $60,000 Per Year
Use of AI in Hiring: We use artificial intelligence tools to screen and assess applications as part of our hiring process. Human recruiters review all results.
JOB DESCRIPTION The Nationwide Group (TNG) is a pioneer in designing and developing outsourced financial services software, exclusively focused on creating comprehensive and customizable solutions for the real estate industry. Utilizing world-class technology, TNG delivers solutions to the entire mortgage life cycle through its affiliated organizations.
TNG benefits from a broad product suite, infrastructure, and industry expertise and has transformed the home purchase, sale, mortgage, and refinance process for consumers, lenders, realtors, and mortgage brokers.
POSITION DETAILS: The Customer service agent- Resolution 1 role will report directly to the Resolutions Team Manager. This role will be responsible for ensuring the accurate and timely completion of appraisal request by providing superior customer service to NAS lenders, brokers and appraisers alike. As part of a high-volume team, the Resolution 1 Agent will ensure lenders and appraisers are kept up to date and each request meets all Service-Level-Agreements.
RESPONSIBILITIES: Core duties and responsibilities include the following. Other duties may be assigned.
Thoroughly review and process appraisal requests in recent, accepted, appointment, Credit Pending status via the NAS appraisal management platform. Work assignment will be assigned and monitored by the team lead, and Resolutions Team Manager.
Effectively communicate with lenders and appraisers by providing status updates, and client support. Ensuring the proper holds times are placed in accordance with business requirements




Responsible for ensuring each request handled is in accordance with all department policies and procedures as outlined by Senior Management. Thoroughly review each request - understanding special directions as well as client and appraiser comments to ensure they adhere to SLA, Lender requirements, and appraiser lists.
Effectively communicate with management and cross-functional teams to ensure the timely completion of all requests within company-stated Service-Level Agreement.
Immediately responding to delayed files identify and escape priority issues to the appropriate departments, Team Lead or Manager as per department guidelines.
Meet all applicable departmental and employee level metric requirements; (i.e. length of resolution time, hourly file output, quality requirements, call volumes etc.).
Maintain knowledge of and adhere to all organizational policies including but not limited to, data, security and health & safety polices.
Other duties as assigned
COMPETENCIES: To perform the job successfully, an individual should demonstrate the following competencies:
Interpersonal
Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written

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📌 Bilingual (French & English) Customer Service Agent (Ontario)
🏢 The Nationwide Group
📍 Ontario