Elevating what it means to take care of customers

First National Financial LP May 20, 2026 mins

Luc Melanson launched the customer service team in Montreal and has helped to shape a culture that values education, care and performance equally.

What has kept you at First National this long?

LM: The company culture. First National is the only company I’ve worked for that has a family vibe. Everyone I work with, in every department, has been fantastic. We really help each other and collaborate. As much as we are growing and expanding our teams, we still maintain that family feeling. We like to have fun and celebrate together, but we also work hard to achieve our goals. There is genuine care about people’s growth, success and career path. That type of atmosphere creates openness for people to express their aspirations. I’m a big believer in transparency, and First National encourages that. We are open about where we are headed and what that path looks like. When you are open and transparent, people embark on the journey with you.

Which growth opportunities have you taken advantage of?

LM: I was hired as Team Lead to launch the call centre in Montreal and expand the team. Prior to joining First National, I was supervising teams, but the financial services industry was new to me. To make sure I was comfortable and could lead the team optimally, I went through the exact same training as my team. I took calls, got familiar with the systems and learned alongside them so I could support them effectively. Over time, I was promoted to supervisor, manager and then to my current role as Director, Customer Service. This job is a unique opportunity, as I oversee the call centres in both Toronto and Montreal.

What are you most proud to have helped build or shape, and why was it meaningful?

LM: Our team in Montreal is 20 people now, and many of the agents have been with us for close to 10 years. Being in a regional office, we were doing everything from a distance. The people at head office in Toronto were unbelievably supportive. Achieving a good sized, successful team in Montreal makes me feel like I’m making a difference in the company. I was hired to establish this team, find the best people and grow it. The feedback from the underwriters in Montreal is amazing. Having French-speaking customer service has really helped them and eliminated a lot of the customer service challenges they were facing. It’s an incredible accomplishment for the Montreal office and for our French clients.

When did you know you found your place at First National?

LM: It happened quickly after I started. In past jobs, the focus was on being a producer. Take as many calls as you can. It led to negativity in the team and a poor customer experience. We measure phone stats, but we make sure people are taken care of properly. Our team is well trained and emphasizes the client experience. Mortgages can be complex, and it’s our job to help people understand them and feel more comfortable. Our team educates clients, provides a great customer experience and meets our metrics.

Knowing what you know now, what advice would you have given yourself on your first day?

LM: I was nervous when I started because I didn’t know anything about mortgages. I would have told myself to be confident in First National and myself. Be patient and build the right team. From there, everything will fall into place.

Elevating what it means to take care of customers

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