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Senior Representative, Credit and Customer Engagement
full-time•Montreal
About this role
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 Senior Representative, Credit and Customer Engagement and be part of our talented and growing team!
About the role:
- 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.
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 8h & 23h
What we're looking for:
- Good written and oral communication skills in French and English (50% English and 50% French)
- Ability to multi-task and learn quickly in a fast-paced environment while being flexible and adaptable
- Strong analytical and problem-solving skills
- Enjoy demonstrating initiative,
- Maintain a positive supportive attitude and help to maintain a gratifying work atmosphere with strong sense of ethics!
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.
- 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.
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.
Time Type:
Full timeJob Type:
PermanentWhat you'll do
- The Senior Representative will respond to service inquiries from consumers and retailers, resolving issues and serving as the first contact for customer support. They will also review credit applications, evaluate customer credit bureaus, and promote various products through cross-selling opportunities.
About Fairstone Bank
Fairstone Bank and its family of brands form Canada’s leading alternative lending bank, united in delivering innovative, accessible and reliable financial solutions that enable Canadians to reach their goals.
With a diverse suite of products — residential and commercial mortgages, consumer deposits and GICs, credit cards and rewards programs, retail financing and automobile financing, personal loans and digital lending — we offer financial solutions tailored to all Canadians.
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La Banque Fairstone et sa famille de marques forment la plus importante banque de financement alternatif au Canada, unies pour offrir des solutions financières novatrices, accessibles et fiables qui permettent aux Canadiens et aux Canadiennes d’atteindre leurs objectifs.
Grâce à une gamme diversifiée de produits – prêts hypothécaires résidentiels et commerciaux, des produits d’épargne des particuliers et CPG, cartes de crédit et programmes de récompenses, financement de détail et automobile, prêts personnels et prêts numériques –, nous offrons des solutions financières adaptées à tous les Canadiens et les Canadiennes.
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For employment opportunities: https://fairstone.wd3.myworkdayjobs.com/FairstoneCareers
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Frequently Asked Questions
What does a Senior Representative, Credit and Customer Engagement do at Fairstone Bank?
As a Senior Representative, Credit and Customer Engagement at Fairstone Bank, you will: the Senior Representative will respond to service inquiries from consumers and retailers, resolving issues and serving as the first contact for customer support. They will also review credit applications, evaluate customer credit bureaus, and promote various products through cross-selling opportunities..
Is the Senior Representative, Credit and Customer Engagement position at Fairstone Bank remote?
The Senior Representative, Credit and Customer Engagement position at Fairstone Bank is based in Montreal, Canada. Contact the company through Clera for specific work arrangement details.
How do I apply for the Senior Representative, Credit and Customer Engagement position at Fairstone Bank?
You can apply for the Senior Representative, Credit and Customer Engagement position at Fairstone Bankdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.