Resolutions Specialist

3 weeks ago

Toronto, Ontario, Canada Fig Full time
About Fig

Fig is an innovative digital lender dedicated to simplifying the borrowing process for people across Canada. With a user-friendly online platform, loan applications and approvals can be finished in just a few minutes, making the lending experience more efficient and accessible for Canadians.

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

As a Resolutions Specialist at Fig, you will play a critical role in managing and enhancing our debt recovery processes. Your primary responsibility will be to connect with borrowers, negotiate payment arrangements, and ensure compliance with Canadian debt collection regulations. Reporting to the Senior Manager of Resolutions & Recovery, you will contribute to achieving Fig's goals by handling collections, resolving disputes, and maintaining exceptional customer experience standards.

This role requires someone with at least 2 years of collections experience, a strong understanding of Canadian debt collections practices, and the flexibility to work Tuesday to Saturday, including occasional late evenings up to 7 PM Eastern Time.

What You'll Do as a Resolutions Specialist

- Build and maintain positive relationships with customers, demonstrating empathy and understanding to resolve their financial challenges.
- Perform daily collection activities for an assigned portfolio of accounts through phone and email & SMS outreach.
- Negotiate and establish payment arrangements with borrowers, handling objections effectively and aligning with Fig's customer-centric approach.
- Ensure compliance with Canadian debt collection laws and regulations while maintaining professionalism and ethical standards.
- Address customer queries and payment-related issues promptly and professionally.
- Accurately document collection activities, payment arrangements, and resolutions, maintaining superior administrative records.
- Collaborate with other departments to resolve customer concerns and ensure seamless account management.
- Support and execute the day-to-day operations of the collections team, including advising on and refining collection strategies.

What you'll bring

- Experience: At least 2 years of proven collections and debt recovery experience.
- Knowledge: Strong understanding of Canadian debt collections laws and best practices.
- Skills: Exceptional negotiation, communication, and problem-solving abilities.
- Empathy: Ability to connect with customers, understand their circumstances, and provide compassionate solutions.
- Organization: High level of administrative and organizational skills to manage multiple priorities and accounts effectively.
- Flexibility: Availability to work Tuesday to Saturday with occasional late evenings (up to 7 PM ET).
- Teamwork: Collaborative mindset to support colleagues and contribute to a positive team environment.
- Commitment: Alignment with Fig's mission to deliver exceptional service and financial solutions to Canadians.

Why Fig?

- Unique opportunity to join a company in its early stages and have an impact.
- 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.

We are committed to providing accommodations for all candidates that require them and in all aspects of the recruitment, selection, and/or assessment process. If you are selected to participate in any part of the selection and/or assessment process, please inform us of any accommodation(s) that you may require.

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