Customer Service Representative (Hybrid)

Attendance

Hybrid

Job number

30369

Category

Support

Status: Permanent

Type of Contract

Permanent

Schedule: Full-Time 

Full Time / Part Time?

Full-Time

Posting date

14-Jan-2026

Area(s) of interest: Advisory services, Personal banking

Location(s): Edmonton

A career as a Customer Service Representative in the Optimum Mortgage team at National Bank means being the first point of contact for our clients and partners. This job allows you to make a real difference by using your communication skills, problem-solving abilities, and attention to detail to support our clients with professionalism and empathy.

Your role:

• Deliver exceptional customer service by asking discovery questions and identifying client needs
• Process mortgage-related administrative tasks such as payouts, renewals, and payments
• Act as a one-touch solution for inquiries, or redirect them to the appropriate team
• Manage a shared inbox and route emails according to procedures
• Follow internal processes to help the team meet its goals
• Communicate openly and ethically with clients and colleagues
• Foster a respectful and inclusive environment

Your team:

You’ll be part of a dynamic and collaborative team that values flexibility, continuous learning, and internal mobility. We offer a hybrid work environment and adaptable schedules to support your well-being. You’ll report to a manager who encourages growth and development through personalized training, coaching, and mentorship.

Required qualifications:

• Post-secondary education or equivalent experience
• At least 1 year of customer service experience
• At least 1 year of administrative experience (mortgage experience is an asset)
• Proficiency in Microsoft Word and Excel
• Strong communication and organizational skills
• Ability to work in a fast-paced, high-volume environment
• Detail-oriented and results-driven
• Adaptable and collaborative mindset

Languages:

English

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Brand Ambassadorship Customer Service Driving Results Microsoft Office Teamwork Client-focused Detail-oriented Digital literacy Empathy Learning Agility Oral Communication Telephone Skills

Your benefits

In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family. 

* Health and wellness program, including many options

* Flexible group insurance

* Generous pension plan

* Employee Share Ownership Plan

* Employee and Family Assistance Program

* Preferential banking services

* Opportunities to get involved in community initiatives

* Telemedicine service

* Virtual sleep clinic 

These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family. 

Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged.

We're putting people first

We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people.   Our mission is to have a positive impact on peoples' lives. Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that is accessible to all employees.  

We want our recruitment process to be fully accessible. If you require accommodation, feel free to let us know during your first conversations with us. We welcome all candidates! What can you bring to our team? 

Come live your ambitions with us!