Manager, Credit and Customer Engagement

Fairstone; Montreal; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A financial services company in Montreal seeks a Manager for Credit and Customer Engagement to lead and develop a team that supports clients' needs through various communication channels. The ideal candidate will have strong relationship management skills, with a focus on driving team performance in a dual-language (English and French) environment. This role offers a dynamic and inclusive work culture with a hybrid work model.

Benefits

Work-Life Balance with hybrid model

Wellness solutions available 24/7

Minimum 15 paid vacation days

Paid Volunteer Day

Employee discounts for various services

Access to training at Fairstone Academy

Qualifications

• 5+ years of relevant business experience, preferably in branch networks.
• Ability to drive decision-making to achieve objectives.
• Optimistic approach with results-oriented mindset.

Responsibilities

• Build and lead a team providing services to clients.
• Resolve issues impacting the organization.
• Evaluate staff performance and recommend actions.
• Develop new procedures and review existing policies.
• Coach and train team members on best practices.
• Collaborate with departments to manage reputation.
• Assist customers via live chat with product queries.

Skills

Relationship management skills

Organizational and time management

Bilingual proficiency in French and English

Leadership and influence capabilities

Strong communication skills

Education

Bachelor's degree or equivalent work experience

Tools

Microsoft Office Suite (Project, Excel, Word, PowerPoint, Outlook)

Job description

At Fairstone, our culture isbuilton strong values and leadership principles that definethe 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 Manager, Credit and Customer Engagement to join our team reporting to the Senior Manager, Credit and Customer Engagement.

As a Manager, Credit and Customer Engagement, you will build and lead a team to assure services to our Fairstone client ( Merchants and Customers) by developing, supporting, and service their needs through our inbound queue such as but no limited to phone, chats and emails coast to coast.

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

WHY JOIN US?

BECAUSE WE ARE PROUD TO BE One ofMontreal's Top Employers for 2025 for the fifth consecutive yearby the editors ofCanada'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?

• Supervise staff and offer support
• Resolves issues that may involve uncommon variations of issues and may have potential for broader organizational impact.
• Evaluates subordinates' performance and makes recommendations for pay increases, promotions, terminations, etc.
• Recommends new work procedures and review existing policies for improvement.
• Coach, train and develop his team
• Ensures essential procedures are followed, by doing monthly reviews
• Develops new techniques, methodologies and approaches in offering loan products to directly support the immediate and long term growth strategies of the organization
• Able to lead a team of underwriters who oversee credit adjudication in both Network and Retail Credit in Canada.
• Lead a customer service team to meet performance targets, optimization strategies, training and coaching programs, contests, recognition programs and efficiency actions.
• Develop and execute integrated sales, relationship, and credit strategies that are aligned with the business plan to achieve desired revenue, expense and service goals.
• Set expectations for staff, fostering an environment in which team members work together to achieve all business goals.
• Support portfolio growth by identifying cross-sell opportunities, coaching the team to deepen relationships and increase client acquisition.
• Drive individual production goals with outbound and eventually inbound sales activities, including building relationships with internal partners
• Collaborate with other departments to manage company reputation.
• Assist our customers via Live Chat on their different Fairstone product and/or submission of loan applications.

WHO ARE WE LOOKING FOR

• Bachelors' degree preferred or equivalent work experience
• 5+ years relevant business experience (branch network experience preferred)
• Strong relationship management skills coupled with a true 'partner' mindset/approach
• Proven ability to coordinate and manage across business segments
• Organizational and time management skills
• Optimistic, can-do attitude with a desire to win, results-oriented, strong work ethic
• Able to promote a culture of collaboration and teamwork across functional and organizational boundaries
• Ability to devise strategies and translate strategic objectives into tactical execution plans
• Excellent verbal and written communication, presentation, and influencing skills
• Strong leadership/influence capabilities, proven ability to drive decision making to achieve end objectives
• High degree of proficiency with Microsoft Project, Excel, Word, PowerPoint, Outlook, etc
• Bilingual proficiency in French and English is required to effectively manage staffing performance and to communicate with internal teams and external business partners. The role involves using the English language approximately 60%–75% of the time, and a professional level of proficiency is expected.

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/

If you have a preferred language for communication, please kindly inform us whether you prefer French or English on your application.

Fairstone is an equal opportunity employer. Accordingly, we will make reasonable accommodations to respond to the needs of people with disabilities. Individuals who view themselves as Aboriginals, members of visible minorities, and disabled are encouraged to apply in confidence.

Time Type:

Full time Job Type:Permanent