The Team Leader call center must ensure the efficiency of employee’s work. Must be able to detect potential issues and find solutions to solve them or escalate them to next level. Require good communication skills both in writing and verbal.
- Must be on calls 50% of weekly schedule to 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.
- 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
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:Permanent
What We Do
At Fairstone Bank, we do things differently. We’re committed to strengthening how businesses connect with their customers, offering value-driven financial products and services that drive business success and deliver the right customer experience. We do this by building adaptable, innovative financial services, so clients can take full advantage of every opportunity that comes their way.
Fairstone Bank and its subsidiary, Fairstone Financial Inc. (“Fairstone”), form a leading consumer lending group, offering a complement of financial services designed to enhance customer loyalty and deliver confident borrowing experiences. From credit card issuance and program management to point-of-sale financing programs, automobile financing, broker deposits and direct-to-consumer lending, Fairstone Bank and Fairstone provide financial solutions that enable consumers and businesses to achieve their goals.
With a long-established Canadian history, the company is committed to improving the lives of Canadians with value-driven and accessible financial solutions. Fairstone Bank and Fairstone are powered by a diverse workforce located in three corporate offices and in over 240 Fairstone branches coast to coast.
In 2022, Fairstone was proud to receive the Parity Certification by Women in Governance for the third year in a row, and to be nominated for the second year in a row as a Montreal Top Employer. As an organization, Fairstone Bank of Canada is committed to supporting and empowering a workplace focused on diversity, equity and inclusion.
If you’re looking to join a corporate culture built on strong values, with managers who appreciate your contributions and inspire you to do your best every day, join our team!
For employment opportunities: https://fairstone.wd3.myworkdayjobs.com/FairstoneCareers
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