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Senior Representative, Credit and Customer

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

Canada

Offer summary

Qualifications:

Customer service excellence is a must, Experience in customer service or sales, Excellent written and oral communication skills in English and French, Ability to multi-task and learn quickly, Strong analytical and problem-solving skills.

Key responsabilities:

Provide exceptional customer service via chat, email, and phone
Resolve customer inquiries and issues efficiently
Evaluate credit applications and make necessary adjustments
Promote products through cross-selling opportunities
Maintain knowledge of policies and procedures

Fairstone Bank Financial Services Large https://fairstone.ca/

1001 - 5000 Employees

See more Fairstone Bank offers

Job description

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
Monday to Friday 8:00am to 11:00pm department hours
Saturday 8:00am to 9:00pm department hours
Sunday 10:00am to 9:00pm 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
Work from home possibility

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

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