Job Description

We are hiring a Director, Relationship Management - Residential Mortgages Operations!
Reporting To:
Vice President, Residential Mortgages Operations
Full-Time/Part- Time:
Full-time
Posting Date:
October 24, 2025
Closing Date:
November 7, 2025
Hours of Work:
8:30 a.m. - 5:00 p.m.
Grade:
Office Location:
18.6
Toronto, ON
Great location! Steps away from the main public transit station
What we offer:
Highly competitive compensation package which includes base salary, bonus, benefits, and career advancement opportunities!
*Eligibility for benefits is dependent on the terms of employment
The Opportunity
The Director, Relationship Management is responsible for creating and maintaining lasting customer relationships by acting as the primary point of contact between third party lines of business and coordinating with internal FN stakeholders. The responsibility of this role is to provide quality customer service, ensure contract terms and conditions are met, and to allocate the proper resources to solve complaints and issues. As part of the Operations team, you will liaise between clients and internal teams to ensure business requirements and objectives are addressed as projects develop.
How you will contribute:

• Liaise establishes and maintains relationships with internal stakeholders (IT, Underwriting Management teams, Executive team) and external stakeholders (third party organizations, CMHC, Genworth, Canada Guaranty, FCT, etc.)
• Plans and participates in all project meetings impacting Third Party Bank
• Records and distributes meeting minutes and follows up on action items
• Represents the organization and/or divisions in various meetings and system demonstrations with both external and internal stakeholders
• Manages Third Party Bank change requests and assists with investigation and tracking of potential defects
• Cultivates change requests from conception to implementation, including research, development, and acting as a liaison between the IT department, the Residential Underwriting department and any other department impacted
• Ensures that contract terms and conditions are met
• Manages invoices and billing for Third Party Bank
• Recommends systems enhancements to mitigate errors, increase efficiency, provide higher level of customer service, or to meet regulatory requirements in timely fashion
• Contributes to the establishment of processes and procedures as a result of legislated changes or continuous improvement opportunities
• Contributes to the analysis and reporting of service level agreements both internally within the organization and with external partners
• Develops and provides detailed reports to identify trends in errors or delays
• Provides monthly reporting to Third Party Bank
• Creates and maintains spreadsheets & charts to effectively track errors/issues
• Supports all underwriting systems used in the Residential Underwriting Division, including but not limited to Merlin, and Merlin Online (Broker and Solicitor portals)

Skills and Attributes:

• Foster positive relationships with internal and external stakeholders as their primary point of contact
• Experience with building relationships with people at all levels
• Excellent verbal and written communication skills
• Highly developed attention to detail
• Ability to facilitate business meetings and application design sessions
• Strong organizational skills
• Ability to create clear documentation and explain complex process flows.
• Strong analytical (critical thinking) and problem solving skills (trouble shooting)
• Ability to work in a dynamic environment blending both new and older technologies
• Ability to self-motivate, prioritize to meet all deadlines

Education/Certification/Experience Requirements:

• Minimum 5 year residential mortgage underwriting experience required.
• Minimum 2 + years experience with Merlin preferred and/or First National systems considered an asset.
• Proven project management and customer service experience required.
• Ability to work under pressure and manage multiple clients and projects.

Working Environment and Physical Demands Analysis:

• Office environment
• Periods of high volume with tight timelines
• Long periods of stationary position/sitting
• Prolonged periods of repetitive movement (i.e. using a keyboard and mouse)
• Long periods of time in viewing a computer screen
• Multi-tasking may include speaking to customers on a telephone call while looking up information on a computer program

Why join First National?

• Competitive Compensation
• Comprehensive benefits program (i.e., Health Spending Account, Maternity and Parental Leave Top Up)
• Extensive training programs to set our employees up for success
• Modern office environment conducive to collaboration
• Supportive teamwork culture
• Opportunities to give back to the communities and work through events focused on a variety of charities
• Ongoing social events throughout the year

The team you'll join:
Founded in 1988, First National is one of Canada's largest non-bank lenders. We provide residential mortgages exclusively through the mortgage broker channel and we are Canada's largest commercial mortgage lender.
First National has been consistently recognized as a great place to work and we are proud that our employee engagement feedback is higher than our industry partners.
We would like to thank all applications for their interest in this existing vacancy, but only candidates selected for an interview will be contacted.
First National is proud to be an equal opportunity employer and is committed to diversity and inclusion regardless of race, color, religion, national origin, age, gender identity, physical or mental disability, sexual orientation and any other category protected by law.
First National supports requests for accommodation from applicants with disabilities; please contact Human Resources at should you need an accommodation at any point in the recruitment process.
#FNLOON

Skills Required