Team lead, Credit and Customer Engagement

Fairstone Financial Inc.; Pointe-Claire; On-site; CAD 45,000 - 65,000; Full time

Job summary

Fairstone Bank and its family of brands are united in delivering innovative, accessible and reliable financial solutions that enable Canadians to reach their goals. Fairstone Financial Inc.

seeks a Representative, Credit and Customer Engagement to join a growing team in Montreal. You will handle customer and merchant inquiries, support credit decisions and ensure proper documentation and escalation where needed.

Qualifications

• High School Diploma or equivalent; 2 years’ experience as a Senior Representative or Team Leader.
• Strong Credit and Customer service knowledge and experience
• Ability to multi-task and learn quickly in a fast-paced environment
• Excellent communication and leadership skills
• Strong analytical and problem-solving skills
• Strong Knowledge of application software and or systems
• Knowledge and understanding of real estate market and loan to value
• Organizational and time-management skills
• Inspire and motivate teamwork for achieving goals
• Excellent oral and written communications skills in English and French
• Ability to work shifts as assigned within an extended hour of operation: Monday to 8:00 – 00:00 Saturday 8:30 – 00:00 Sunday 9:30 – 22:00

Responsibilities

• Answer incoming calls from customer and merchant to take appropriate action for each call.
• Provide oversight to credit underwriters that manage credit exception and credit policy approvals that did not meet branch approval requirements.
• Manual credit decision are performed using scoring tools, credit bureau analysis, validation of employment, income and other related factors.
• All decisions and rationale should be documented in notes.
• Assists manager by providing guidance to all levels of staff regarding processes and operating procedures of the team
• Monitor queues and make adjustments to ensure service levels are met
• Assist in department projects and initiatives
• Works with limited supervision to perform job duties
• Help coach and train new and existing staff
• Serves as a subject matter expert for the team and provide recommendation on existing Politics and Procedure
• Attends meetings/conference calls as required
• Strong analytical, problems solving skills, multi-tasking skills
• Able to read credit bureau and analyses suspicious activity for potential fraud
• Ability to handle escalated calls
• Able to interacts with all levels of managers, internal departments and external clients
• Assist with system testing and serves on project teams for new business initiatives
• Ability to work under pressure and use company resources in emergencies.

Skills

Credit knowledge

Customer service

Multi-tasking

Leadership

Bilingual English/French

Education

High School Diploma or equivalent

Tools

CRM systems

Job description

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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. We have the collective experience and expertise to better serve our customers and foster our partners’ growth. 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. Backed by nearly a century of lending experience through its legacy companies, Fairstone Bank and its brand family are proud to be Canada’s leading alternative lending bank Join Fairstone Financial as a Representative, Credit and Customer Engagement and be part of our talented and growing team!

Responsibilities

• Answer incoming calls from customer and merchant to take appropriate action for each call.
• Provide oversight to credit underwriters that manage credit exception and credit policy approvals that did not meet branch approval requirements.
• Manual credit decision are performed using scoring tools, credit bureau analysis, validation of employment, income and other related factors.
• All decisions and rationale should be documented in notes.
• Assists manager by providing guidance to all levels of staff regarding processes and operating procedures of the team
• Monitor queues and make adjustments to ensure service levels are met
• Assist in department projects and initiatives
• Works with limited supervision to perform job duties
• Help coach and train new and existing staff
• Serves as a subject matter expert for the team and provide recommendation on existing Politics and Procedure
• Attends meetings/conference calls as required
• Strong analytical, problems solving skills, multi-tasking skills
• Able to read credit bureau and analyses suspicious activity for potential fraud
• Ability to handle escalated calls
• Able to interacts with all levels of managers, internal departments and external clients
• Assist with system testing and serves on project teams for new business initiatives
• Ability to work under pressure and use company resources in emergencies.

Qualifications

• High School Diploma or equivalent 2 years’ experience as a Senior Representative or Team Leader experience.
• Strong Credit and Customer service knowledge and experience
• Ability to multi-task and learn quickly in a fast-paced environment
• Excellent communication and leadership skills
• Strong analytical and problem-solving skills
• Strong Knowledge of application software and or systems
• Knowledge and understanding of real estate market and loan to value
• Organizational and time-management skills
• Inspire and motivate teamwork for achieving goals
• Excellent oral and written communications skills in English and French
• Ability to work shifts as assigned within an extended hour of operation: Monday to 8:00 – 00:00 Saturday 8:30 – 00:00 Sunday 9:30 – 22:00

Time Type: Full time
Job Type: Permanent

RECOGNIZED AS ONE OF MONTREAL'S TOP EMPLOYERS (2025)

Fairstone Bank of Canada and its subsidiaries, including Fairstone Financial Inc. and Home Trust Company, deliver innovative, accessible and reliable financial solutions that enable Canadians to reach their financial goals. Collectively, we offer residential and commercial mortgages, consumer deposits and GICs, retail and automobile financing, credit cards and digital lending, in addition to unsecured and secured personal loans online and at more than 255 branches coast to coast. With a long-established history, we are proud to be Canada's leading alternative lending bank. More at FairstoneBank.ca

Learn more: https://www.fairstone.ca/en/about/canadian-lender
Follow us on LinkedIn: https://www.linkedin.com/company/fairstone/mycompany/

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.

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