Senior Representative, Credit and Customer Engagement

WHO WE ARE: 

Fairstone Financial is a leading Canadian provider of responsible lending solutions, offering personal loans and retail point-of-sale financing. With a focus on customer service and community engagement, Fairstone helps individuals and businesses meet their financial needs through flexible and accessible lending options. 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. By helping Canadians find the right solution to meet their needs with a variety of products and services.

Come join Fairstone Financial as a Senior Representative,  Credit and Customer Engagement

A regular day for you will include: 

Fairstone has multiple customer service positions available in various call center departments.

As a customer agent, you will handle service inquiries from either external customers or internal clients’ inquiries through multiple communication channels. The responsibilities may vary depending on the department but in general, you will be:

• Resolving issues ranging from simple to relatively complex matters. 
• Support internal or external customers with account adjustment and loan applications.
• Review and evaluate credit applications, while responding to dealer inquiries
• Promote products through cross-selling opportunities.
• Prioritizing first contact resolution, working collaboratively to resolve issues and escalate unresolved cases according to procedures.

We offer comprehensive training to ensure you maintain a thorough understanding of our policies and procedures to ensure you can handle customers' enquiries.

Why join us?

Because we care about our employees and offer a variety of benefits such as:

• Time Off: Minimum 15days vacation and additional wellness days, plus statutory holidays.
• Work-Life Balance: Our 37.5-hour workweek and hybrid model (3 days in-office) promote a healthy balance.
• Comprehensive Benefits Package: Adjustable to your needs (with access to virtual healthcare).
• Pension Contribution: Fairstone automatically matches a certain percentage to contribute to your savings.
• Wellness: Tailored well-being solutions available 24/7.
• Competitive Base Salary: With multiple incentive programs to increase your overall compensation.
• Reward Program: Collect points for travel or merchandise.
• Employee Referral Program: Earn a bonus when referring a friend.
• Employee Discounts: We offer numerous discounts at various retailers.
• Professional Development: Comprehensive paid online learning courses (Fairstone Academy), opportunities to develop multiple skill sets.
• Supportive Culture: Join a supportive and collaborative work environment where your contributions are valued and recognized.

Must-haves:

• You possess excellent verbal and written communication skills in English and French (60% English and 40% French)
• Experience in customer service, sales or call center environment
• Ability to multi-task and learn quickly in a fast-paced environment while being flexible and adaptable
• You are tech-savvy and know your way through Microsoft Office Suite and Outlook 
• You can collaborate well with various teams and departments. 
• Strong analytical and problem-solving skills
• You must be flexible and available to work all shifts mentioned in the Working condition.

Working condition:

• Monday to Saturday 8:30am to 12:00am department hours
• Sunday 9:30 am to 10:00pm department hours

Shift premium:

• 10% (of the regular hourly rate) will be paid for all hours worked when 50% or more of the total hours worked Monday to Friday fall outside of 8:30 am – 5 pm
• 10% (of the regular hourly rate) will be paid for all hours worked on Saturday

WE ARE PROUD TO BE: 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/