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Team Lead, Credit and Customer Engagement

4 weeks ago

Montréal, Canada Fairstone Full time

We are seeking energetic and reliable professionals to join our team as Call Center Team-Leader.

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.

**Responsibilities**:

- 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 is 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
- 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
- Strong analytical and problem-solving skills
- Knowledge and understanding of real estate market and loan to value
- Organizational and time-management skills
- Inspire and motivate teamwork for achieving goals
- Excellent oral and written communications skills in English and French

Ability to work shifts as assigned within an extended hour of operation:

- Monday 8:00 - 23:00
- Saturday 9:00 - 22:00
- Sunday 9:00 - 21:00

WE ARE PROUD TO BE: Montreal's Top Employers 2023 by Canada’s Top 100 Employers

We are honored to be recognized for offering a best-in-class workplace, incentives, and initiatives to our dedicated employees who have helped build Fairstone into an employer of choice.

Learn more:
Follow us on LinkedIn:

- If you’re seeking a role with a growing business that values employee development, Fairstone is the right place for you
- Time Type:
Full time

**Job Type**:
Permanent

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