At Fairstone, our culture is built on strong values and leadership principles that define the expectations we have for working together and with our customers. We help Canadians find the right solution to meet their needs with a variety of products and services. Our values and principles guide the actions we take to ensure our customers get the best experience possible. Be part of our talented and growing team! We are currently looking for a Team Lead, Credit and Customer Engagement to join our team. As a Team Lead, Credit and Customer Engagement, you will ensure the efficiency of employee’s work and detect potential issues. You will find solutions and escalate to next level if need be. "Be a part of our inclusive workplace where diverse perspectives drive innovation and excellence." WHY JOIN US? BECAUSE WE ARE PROUD TO BE One of Montreal's Top Employers for 2025 for the fifth consecutive year by the editors of Canada's Top 100 Employers. WE OFFER: Work-Life Balance: Our 37.5-hour workweek and hybrid model (3 days in-office) promote a healthy balance. Wellness: Tailored well-being solutions available 24/7. Time Off: Minimum 15 paid vacations, 6 wellness days, with federal holidays. Community Support: Paid Volunteer Day to give back to your community. Retirement Planning: Employee and employer contribution pension plan, plus the Fairstone Retirement Savings Plan Development: Access to Fairstone Academy for comprehensive training and skill development. Employee discounts: Exclusive access to discounted products and services, including car insurance, hotels, attractions, movies, gym memberships, and more. WHAT WILL YOU WORK ON? 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 Assist with system testing and serves on project teams for new business initiatives Read credit bureau and analyses suspicious activity for potential fraud Handle escalated calls Interacts with all levels of managers, internal departments and external clients Ability to work shifts as assigned within an extended hour of operation: Monday to Friday: 8:30am to 11:00pm Saturday: 8:00am to 9:00pm Sunday: 10:00am to 9:00pm WHO ARE WE LOOKING FOR 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 leadership skills Strong analytical and problem-solving skills Strong Knowledge of application software and or systems Knowledge and understanding of real estate market and loan to value Organizational and time-management skills Inspire and motivate teamwork for achieving goals Bilingual (English/French) required —candidates must have a strong command of the English language which is used approximately 20–30% of their workday, in client interactions across Canada WE ARE PROUD TO BE RECOGNIZED AS Great Place to Work® Canada for 2025 and Montreal's Top Employers 2025 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 RECOGNIZED AS ONE OF MONTREAL'S TOP EMPLOYERS (2025) Fairstone Bank of Canada and its subsidiaries, including Fairstone Financial Inc. and Home Trust Company, deliver innovative, accessible and reliable financial solutions that enable Canadians to reach their financial goals. Collectively, we offer residential and commercial mortgages, consumer deposits and GICs, retail and automobile financing, credit cards and digital lending, in addition to unsecured and secured personal loans online and at more than 255 branches coast to coast. With a long-established history, we are proud to be Canada's leading alternative lending bank. More at FairstoneBank.ca
