Vacancy Status: This job posting is for an existing vacancy.

Use of AI in Hiring: We use artificial intelligence tools to screen and assess applications as part of our hiring process. Bilingual (French & English) Customer Service Agent - Resolution Team 1 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. 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. Effectively communicate with lenders and appraisers by providing status updates, and client support. Responsible for ensuring each request handled is in accordance with all department policies and procedures as outlined by Senior Management.

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 escalate priority issues to the appropriate departments, Team Lead or Manager as per department guidelines.
- 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.
- 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; keeps emotions under control; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; contributes to building a positive team spirit; supports everyone's efforts to succeed.  Organizational support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; supports affirmative action and respects diversity. reacts well under pressure
- Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.



 takes independent actions and calculated risks; asks for and offers help when needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Bachelor’s degree (ABA.) or equivalent from two-year College or technical school; or one year related experience and/or training; business to business services, mortgage processing sector, call center/customer service environment, or professional data entry services • Students/Graduates of the RPA/RPAA and Qualified Mortgage courses programs are highly desired.

Language Skills: Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

- French and/or Spanish is an asset Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Computer Skills: Internet Software

- Spreadsheet Software (Excel)
- Electronic Mail Software (Outlook)
- Word Processing Software (Word)
- Presentation Software (PowerPoint)
- Call Management System considered asset. Must be available to work a variety of shifts between 8am–9pm Monday to Friday and occasional weekends (Saturday 12pm-4pm).  We are committed to providing persons with disabilities equal opportunities regarding all employment activities, including access to jobs and accommodations during employment as required, in accordance with the Ontario Human Rights Code (OHRC) and the Accessibility for Ontarians with Disabilities Act (AODA).

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