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. 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 Senior Advisor, Customer Escalations to join our team reporting to the Senior Manager, Communications Social Media and Customer Experience.
As a Senior Advisor, Customer Escalations, you play a pivotal role in handling complex and high-profile customer service issues with reputational and/or legal impacts as well as facilitate in-house training on complaint de-escalations. You have a thorough understanding of Fairstone products and services and work cross-functionally to address customer needs while aligning with company objectives. You are also responsible for facilitating training in improving agent soft skills, complaint de-escalations and negotiation techniques. You collaborate closely with contact centre management and product owners in retail financing and branch operations on the development of job aids and policies/procedures used by the contact centre.
“Be a part of our inclusive workplace where diverse perspectives drive innovation and excellence.”

Please refer the Job description for details