Senior Representative, Credit and Customer Engagement

Who we are:

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 as a Customer Care Agent – Bilingual, reporting to the Manager, Credit and Customer Engagement, and be part of our talented and growing team! 

About the role:

Fairstone has multiple customer service positions available in various call center departments.

As a customer agent, you will handle service inquiries from either external customers or internal clients’ inquiries through multiple communication channels. The responsibilities may vary depending on the department but in general, you will be:

• Resolving issues ranging from simple to relatively complex matters. 

• Support internal or external customers with account adjustment and loan applications.

• Review and evaluate credit applications, while responding to dealer inquiries

• Promote products through cross-selling opportunities.

• Prioritizing first contact resolution, working collaboratively to resolve issues and escalate unresolved cases according to procedures.

We offer comprehensive training to ensure you maintain a thorough understanding of our policies and procedures to ensure you can handle customers' enquiries.

What will you be accomplishing?

• Respond to service inquiries from consumers and retailers to resolve simple to moderately complex issues.

• Serve as the first contact for customers seeking support on personal devices like inbound chat, email, phone, and tablets supporting Fairstone products.

• 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, make proper adjustments to accounts as needed 

• Listen and enquire customer needs to promote various products through cross-selling/value-add opportunities.

• Escalates non-resolved issues in accordance with escalation procedures

• Maintain a very good understanding of all our Policy and Procedure

• Highly encourage to identify and suggest possible improvements in our process.

What we’re looking for:

• You possess excellent verbal and written communication skills in English and French. 

• Experience in customer service, sales or call center environment

• Ability to multi-task and learn quickly in a fast-paced environment while being flexible and adaptable

• You are tech-savvy and know your way through Microsoft Office Suite and Outlook 

• You can collaborate well with various teams and departments. 

• Strong analytical and problem-solving skills

• You must be flexible and available to work all shifts mentioned in the Working condition.

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.

• Work-Life Balance: Enjoy flexibility with our hybrid work model designed to support your lifestyle.

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

• Compensation Package: Competitive base salary plus an annual incentive bonus tied to performance.

• Comprehensive Benefits: Robust health and dental coverage through Manulife, as well as virtual healthcare through Dialogue.

• Future-Ready Savings: Group Retirement Savings Plan with up to 7% employer match.

• Exclusive Perks: Discounts from top retailers via WorkPerks, plus location-based perks like gym memberships and Toronto Bike Share.

• On-Site Fitness: Gym access at our London and Montreal offices.

• Continuous Growth: Education Assistance Program and Fairstone Academy for training and skill development.

• Family Support: Parental leave top-up program to help you during life’s big moments.

• Community Impact: One paid volunteer day to give back to causes that matter to you.

• For more information on who we are as an employer click here.

Shift premiums as follow:

• We offer a 10% shift premium (of regular hourly rate) will be paid for all hours worked 50% or more of the total hours worked:  Monday to Friday after 5:00pm and hours worked on weekends.

DEPARTMENT FLEX SCHEDULE BETWEEN DAY, EVENING AND WEEKENDS BEETWEEN 8:00am & 11:00pm

If what you read excites you, we’d like to hear from you! Please submit your application and we’ll contact you if you become selected for first stages of the interview process.

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.

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