Senior Representative

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>

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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