Senior Representative, Credit and Customer Engagement

Fairstone; Montreal; On-site; CAD 40,000 - 50,000; Full time

Job summary

A leading Canadian lender in Montreal is seeking a Bilingual Customer Care Agent to handle service inquiries and support customers through various communication channels. This role involves resolving issues, reviewing credit applications, and promoting products through cross-selling opportunities. The ideal candidate possesses excellent communication skills in English and French, has experience in customer service, and is tech-savvy. This is a full-time permanent position with flexible working shifts.

Benefits

10% shift premium on select hours

Comprehensive training

Equal opportunity employer

Qualifications

• Excellent verbal and written communication skills in English and French.
• Experience in customer service, sales, or call center environment.
• Ability to multi-task and learn quickly in a fast-paced, flexible environment.

Responsibilities

• Respond to service inquiries from consumers and retailers.
• Review and evaluate credit applications.
• Support internal or external customers with account adjustments.

Skills

Bilingual communication skills (English and French)

Customer service experience

Analytical skills

Adaptability and multitasking

Problem-solving

Tech-savvy with Microsoft Office Suite

Job description

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 Customer Care Agent – Bilingual.

WHAT WILL YOU BE ACCOMPLISHING?

• Respond to service inquiries from consumers and retailers to resolve simple to moderately complex issues.
• Serve as the first contact for customers seeking support on personal devices like inbound chat, email, phone, and tablets supporting Fairstone products.
• Review and evaluate credit applications within our custom lending criteria.
• Evaluate customer credit bureaus, and maintain a prompt turnaround on credit decisions.
• Explain financing terms, make proper adjustments to accounts as needed.
• Listen and enquire customer needs to promote various products through cross-selling/value-add opportunities.
• Escalate non-resolved issues in accordance with escalation procedures.
• Maintain a very good understanding of all our Policy and Procedure.
• Highly encourage to identify and suggest possible improvements in our process.

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 escalated 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.

Must-haves:

• You possess excellent verbal and written communication skills in English and 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.

Shift premiums as follow:

• We offer a 10% shift premium (of regular hourly rate) will be paid for all hours worked 50% or more of the total hours worked: Monday to Friday after 5:00pm and hours worked on weekends.

DEPARTMENT FLEX SCHEDULE BETWEEN DAY, EVENING AND WEEKENDS BEETWEEN 8:00am & 11:00pm

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