Senior Analyst, Customer Escalations

At Fairstone, our culture is built on strong values and leadership principles that define the expectations we have for working together and with our customers. We help Canadians find the right solution to meet their needs with a variety of products and services. Our values and principles guide the actions we take to ensure our customers get the best experience possible.

Be part of our talented and growing team!

We are currently looking for a Senior Analyst, Customer Escalations to join our team reporting to the Senior Manager, Communications Social Media and Customer Experience.

As a Senior Analyst, Customer Escalations, you play a pivotal role in handling complex and high-profile customer service issues with reputational and/or legal impacts as well as facilitate in-house training on complaint de-escalations. You have a thorough understanding of Fairstone products and services and work cross-functionally to address customer needs while aligning with company objectives. You are also responsible for facilitating training in improving agent soft skills, complaint de-escalations and negotiation techniques. You collaborate closely with contact centre management and product owners in retail financing and branch operations on the development of job aids and policies/procedures used by the contact centre.

"Be a part of our inclusive workplace where diverse perspectives drive innovation and excellence."

WHY JOIN US?

BECAUSE WE ARE PROUD TO BE One of Montreal's Top Employers for 2025 for the fifth consecutive year by the editors of Canada's Top 100 Employers.

WE OFFER:

• Work-Life Balance: Our 37.5-hour workweek and hybrid model (3 days in-office) promote a healthy balance.
• Wellness: Tailored well-being solutions available 24/7.
• Time Off: Minimum 15 paid vacations, 6 wellness days, with federal holidays.
• Community Support: Paid Volunteer Day to give back to your community.
• Retirement Planning: Employee and employer contribution pension plan, plus the Fairstone Retirement Savings Plan
• Development: Access to Fairstone Academy for comprehensive training and skill development.
• Employee discounts: Exclusive access to discounted products and services, including car insurance, hotels, attractions, movies, gym memberships, and more.

WHAT WILL YOU WORK ON?

• Provide a single point of contact for complex and sometimes high-profile customer issues with reputational and legal impacts
• Ensures customer escalations and complaints, across all lines of business, are resolved and managed in accordance with Fairstone, consumer and provincial/federal regulatory standards.
• Build relationships. Act as a liaison between our internal partners, subject matter experts to solve problems and improve customer experience.
• Contributes to internal knowledge base and collaboration platforms to share expertise internally. Shares knowledge globally to help other teams reduce escalations. 
• Responsible for maintaining expert knowledge within Fairstone’s lines of business and complaint management. This included developing training material/job aids and building knowledge of product updates and changes. 
• Accountable for handling complaints escalated to OBSI and the COC by responding to access requests and reviewing complaints to ensure the Bank followed the appropriate policy/procedure and customers are treated fairly.
• Actively involved in business processes to ensure alignment with regulatory obligations and to evaluate procedural effectiveness.
• Lead complaint investigations by:
  • Extracting and uploading all relevant data/evidence from Level 1 and 2 case files.
  • Ensuring timely and accurate case file preparation.
  • Prepare written summaries with recommendations for case resolution, considering financial and reputational risks.
• Facilitates focused training for call centre agents, covering call handling techniques, complaint de-escalations, waiver negotiations, product knowledge, and system navigation.
• Acts as liaison between customer service, legal and compliance.
• Draft letters to customers on behalf of Fairstone executives and business lines.
• Ensures complaints are handled within prescribed FCAC timelines.
• Prepares summary investigations, pulls call recordings, and collects documents for escalated complaints.
• Responsible for responding to all complaints sent to the Better Business Bureau (BBB).

WHO ARE WE LOOKING FOR

• Bachelor’s degree or equivalent experience in a pertinent field
• Proven experience (5+ years) handling legal and executive escalations.
• Bilingual (English/French), nice to have: High-level l proficiency in English (oral and written) is required, as the role involves communicating with customers on behalf of Fairstone in either language. Approximately 75% of the responsibilities will be carried out in English.
• Excellent communication both verbal and written, with the ability to convey technical concepts and information in a clear and concise manner.
• Excellent interpersonal skills, including the ability to build rapport, foster collaboration, and establish credibility with diverse stakeholders at all levels of the organization.
• Excellent judgement and political acuity.
• Proven experience in delivering and evaluating training programs within a call centre or customer service environment, with a focus on call handling techniques and customer interactions.

WE ARE PROUD TO BE RECOGNIZED AS Great Place to Work® Canada for 2025 and
Montreal's Top Employers 2025 by Canada’s Top 100 Employers!

Learn more: https://www.fairstone.ca/en/about/canadian-lender

Follow us on LinkedIn: https://www.linkedin.com/company/fairstone/mycompany/