Senior Representative, Credit and Customer Engagement

at  Fairstone

Are you customer oriented and looking to learn and develop in a lasting career in modern customer service? Do you want to be part of a team that collaborates in an open-concept environment to provide exceptional service for our clientele? Do you want to have a say on how to improve the customer experience, policies and procedures? If yes, Fairstone has built a new take on customer service teams and is looking for passionate workers such as yourself.

What do we have to offer:

• An opportunity to build customer service skills
• A great work environment located in the heart of downtown and easily accessible by public transit
• Paid training
• 3 weeks paid vacation
• Competitive base salary
• A comprehensive benefit programs
• Employee discounts
• Employee engagement activities
• Learning and development platform available

Your work life:

• Full time 37.5 hours a week (Part time positions available too!)
• Monday to Saturday 8:30am to 12:00am department hours
• Sunday 9:30 am to 10:00pm department hours
• Open space office environment with up-to-date technology
• Non-traditional service model where team work and entrepreneurial spirit is encouraged
• The customer is both the end customer as well as retail store employees

What will you be doing:

• Provide prompt, courteous and efficient service that exceeds customer expectations
• Respond to service inquiries from customers and retailers in a full-service environment, to resolve simple to moderately complex issues
• Speak with customers via inbound chat, e-mail and phone
• Serve as the first contact for customers seeking support on personal devices like phones and tablets enabling Fairstone products
• Make appropriate monetary and non-monetary adjustments to accounts as needed
• 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 and respond to general dealer inquiries
• Anticipate customer needs in order to promote various products through cross-selling/value-add opportunities.
• Identify and suggest possible improvements on procedures, this is highly encouraged
• First contact resolution is a priority, working with teammates to solve the callers request the first time they contact us.
• Escalates non-resolved issues in accordance to escalation procedures
• Maintain a very good understanding of all our Policy and Procedure
• Ability to handle difficult customers independently with limited supervision.

Qualifications:

• Customer service excellence is a must, with a passion for service and ownership of each customer contact
• Experience in customer service, sales or call center environment
• Excellent written and oral communication skills in English and French
• Ability to multi-task and learn quickly in a fast-paced environment while being flexible and adaptable
• Works best in a team environment
• Knowledge of digital technology, such as online applications and personal mobile devices
• Strong analytical and problem solving skills
• Enjoy demonstrating initiative,
• Consumer credit decisioning and finance industry experience is an asset
• Possesses flexibility of working hours including evenings, weekends and holidays, when required

Your wellness is our priority
To protect your health and wellness, Fairstone will conduct recruitment digitally for the Senior Representative, Credit and Customer Engagement position. You will receive virtual onboarding and training and will initially work remotely with the Fairstone team. We look forward to introducing you to the team at Fairstone’s downtown Montreal headquarters once physical distancing measures are lifted.
WE ARE PROUD TO BE: Montreal’s Top Employers 2024 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:
Temporary (Fixed Term

• Provide prompt, courteous and efficient service that exceeds customer expectations
• Respond to service inquiries from customers and retailers in a full-service environment, to resolve simple to moderately complex issues
• Speak with customers via inbound chat, e-mail and phone
• Serve as the first contact for customers seeking support on personal devices like phones and tablets enabling Fairstone products
• Make appropriate monetary and non-monetary adjustments to accounts as needed
• 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 and respond to general dealer inquiries
• Anticipate customer needs in order to promote various products through cross-selling/value-add opportunities.
• Identify and suggest possible improvements on procedures, this is highly encouraged
• First contact resolution is a priority, working with teammates to solve the callers request the first time they contact us.
• Escalates non-resolved issues in accordance to escalation procedures
• Maintain a very good understanding of all our Policy and Procedure
• Ability to handle difficult customers independently with limited supervision