Service and Sales Specialist

fairstone; Vancouver; On-site; CAD 45,000 - 65,000; Full time

Job summary

Fairstone Bank is seeking an Oaken Sales and Service Specialist to lead customer experience for Oaken clients in Vancouver. You will build and maintain client relationships through calls, emails, and visits, while identifying sales opportunities and assisting with applications for deposit products.

You will operate in a role balancing service excellence, compliance, and revenue generation, reporting to the Sales and Service Manager, Oaken.

Qualifications

• 3 years of customer service experience.
• Strong written and verbal communication skills.
• Solid knowledge of MS Office and data handling.
• Able to multi-task and work in a fast-paced environment.
• Organizational and time-management strengths.
• Professional maturity and customer-focused mindset.

Responsibilities

• Provide customer service via phone, email, and in-person interactions.
• Identify cross-selling opportunities and support revenue growth.
• Ensure compliance with privacy, AML, and internal policies during servicing.

Skills

Customer service

Communication

Time management

Multitasking

Organization

Analytical

Interpersonal skills

Leadership

Education

Post-secondary business/finance education

Tools

MS Office

Job description

Fairstone Bank and its family of brands are united in delivering innovative, accessible and reliable financial solutions that enable Canadians to reach their goals. Over the years, our brand family has grown. In 2024, Home Trust Company, Home Bank and Oaken Financial became part of the Fairstone Bank family of brands, alongside Fairstone, EdenPark and Fig.

Together, we are the leading alternative lending bank in Canada. With a diverse suite of products-residential and commercial mortgages, consumer deposits and GICs, credit cards, retail and automobile financing, personal loans and digital lending-we offer financial solutions tailored to all Canadians, including newcomers, small-business owners, smart investors and savvy consumers.

Home Trust Company has developed a track record of success as Canada's leading alternative lender, employing nearly 800 people in our Toronto headquarters and branches across the country. Building on the demonstrated strength of its core residential mortgage lending business, the Company also offers complementary lending services, as well as highly competitive deposit investment products, through Oaken Financial. Our culture has been shaped by the passion and integrity of our people.

Join Home Trust as a Oaken Sales and Service Specialist, reporting to Sales and Service Manager, Oaken, and be part of our talented and growing team!

About the role:

The Oaken Service and Sales Specialist will lead the customer experience through providing service to Oaken customers. This role will develop and maintain strong relationships with customers through telephone, email, and scheduled visits, while attending conferences and local community events and responding to all inquiries. This role will also identify potential sales opportunities, acquire, and retain customers.

Job Responsibilities:

1. Customer Focus & Service Excellence (50%)
   • Ensure optimum servicing to Oaken clients by promptly and accurately responding to customer inquiries on complex multiple problems through every servicing channel (in person, telephone, email, scheduled visits, etc.)
   • Adherence to SLAs for all quality monitoring
2. Sales Performance and Revenue Generation (40%)
   • Identify and act upon cross-selling opportunities with particular attention on business retention and revenue generation
   • Proactively solicit and identify sales opportunities, provide recommendations focussing on features/benefits that match client needs
   • Research and identify sources for potential new customers
   • Assist clients in completing applications for Oaken Financial deposit products accordingly
   • Book appointments with clients
   • Build and maintain relationships with clients through quickly establishing a rapport and develop an overall understanding of their investment preferences
   • Solicit and monitor customer feedback, identify gaps, provide recommendations for timely solutions to enhance the overall customer experience
3. Risk Management and/or Compliance (10%)
   • Ensure all policies and procedures (i.e., privacy protection, AML) are followed when servicing clients and performing account maintenance
   • Perform financial adjustments and non-financial maintenance when necessary to ensure that customer and business expectations are met
   • Complete investment application with clients and ensure that all AML and compliance requirements are met - Adhere to all policies and procedures, legal and ethical requirements and regulations, and established risk guidelines.

What we're looking for:

Education Requirement:

• Post-secondary degree or diploma, preferably in business management, finance, or related field (university an asset)
• Additional relevant accreditation(s), certification(s) are assets

Years of Experience:

• 3 years of customer service experience
• Solid knowledge of investment products

Additional Qualifications, Certifications, Skills:

• Solution-focused leader who takes initiative ensuring self and team work effectively within established guidelines
• Strong organizational, time-management and analysis skills
• Able to multi-task and flourish in a fast-paced, deadline-driven work environment
• Excellent written and oral communication skills
• Exceptional interpersonal relationship and building and listening skills
• Effective leader who drives achievement while motivating and engaging others through fostering a collaborative team environment
• Excellent written / verbal communication and professional maturity
• Consistently demonstrates and reinforces organizational values - Solid knowledge of MS Office

Availability to work from the office at 200 Granville St. Suite 1288, Vancouver, 5 days a week.

What you'll love about working here:

Award-Winning Culture: We're proud to be recognized as a Great Place to Work Canada 2025 and one of Montreal's Top Employers 2025 by Canada's Top 100 Employers.

Time to Recharge: Generous vacation based on your role, statutory holidays, plus 6 wellness days to prioritize your well-