Bilingual Customer Experience Specialist

6 months ago

Toronto, Canada Fig Financial Full time

**About Fig**

Supported by the reputable Fairstone Bank, Fig is in a unique position to blend the benefits of extensive lending experience with the agility of a start-up. This combination allows the company to effectively meet the credit needs of Canadians from various financial backgrounds.

**The Role**

We’re looking for someone who is obsessed with bettering customer experience and who can be the voice of our customers. This individual's immediate focus will be to support Fig’s B2C customers through their journey, whether that be customer support, servicing and/or collections.

**What you’ll do as a Bilingual Customer Experience Specialist**
- Be the customer champion, understand customer needs, uncover root causes behind issues and go above and beyond to help customers find solutions
- Go the extra mile to ensure every customer feels valued
- Help support our French speaking customers across all channels
- Operate as first point of contact for Fig’s customers as we scale the business
- Follow internal workflows and processes with strong attention to detail
- Help to drive positive change throughout your team, department and Fig as a whole by sharing your opinion and feedback

**What you’ll bring**
- **You are fully bilingual**, with exceptional communication skills, both written and verbal, in **English and French**:

- **You excel at problem solving**, have great troubleshooting abilities and are resourceful
- **You are empathetic** and put yourself into the shoes of our borrowers and understand their perspective and point of view. You acknowledge concerns, listen carefully and care about their priorities
- **You are eager to learn**, are curious and hungry for knowledge. You want to build and/or enhance your skill set, whether that be from a team member, or on your own. You enjoy researching and asking questions
- **You embrace change, **value change and are excited by it. You believe that change equals growth for yourself and for Fig
- **You like teamwork** and thrive in a collaborative work environment. You are a supportive teammate who is reliable, inclusive, positive and believe that working together is often necessary to achieve our goals

**Why Fig?**
- Unique opportunity to join a company in its early stages and have an impact on how to shape customer experience
- Competitive compensation
- Retirement savings program with employer matching
- Comprehensive medical, dental, and vision group insurance, as well as health and wellness spending accounts
- Generous time off to help you recharge
- Parental top-up to support your growing family
- Continuing education stipend to support your professional development

**Our commitment to diversity, equity and inclusion**

We are an equal opportunity employer and are committed to diversity at our company. We do not discriminate on the basis of race, religion, culture, sexual orientation, gender identity and physical ability.

Diversity of backgrounds, perspectives, and experience is fundamental to our business. We believe in fostering an environment where team members of all backgrounds can feel comfortable bringing their whole selves to work every day. We aim to ensure all of our employees work in an environment that makes them feel valued, heard, and supported while they strive towards career pursuits and their personal and professional growth.

**Benefits**:

- Dental care
- Paid time off
- RRSP match
- Vision care

Schedule:

- Monday to Friday

**Experience**:

- Customer service: 3 years (preferred)

Work Location: In person

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