Branch Support Representative
Fairstone View all jobs
- Montreal, QC
- Permanent
- Full-time
- Respond promptly to service requests from internal clients (Fairstone employees), providing guidance on procedures, policies, and resolution of moderately complex issues related to internal applications/accounts.
- Assist in‑branch representatives with managing client accounts and processing loan applications.
- Support branch network by performing appropriate monetary and non‑monetary account adjustments as required.
- Act as a liaison between branches and centralized departments, assisting with requests submitted for centralized processing.
- Provide clear, accurate policy and procedural guidance to branch representatives.
- Serve as the primary point of contact for the branch network regarding high‑priority matters and escalation issues.
- Facilitate communication by translating and relaying information from centralized departments to the branch network as needed.
- Evaluate incoming issues and dispatch them to the appropriate departments for timely resolution.
- Review incoming cases and make informed decisions in alignment with the company’s risk management policies, procedures, and compliance standards
- Minimum of 1 year of experience in a call center or customer support environment
- Foundational IT knowledge and ability to learn internal systems quickly
- Strong analytical and problem‑solving skills
- Basic financial understanding and comfort working with account‑related data
- Strong computer proficiency, including navigating multiple applications
- Understanding of compliance requirements
- Excellent interpersonal skills and the ability to work effectively with diverse teams
- High attention to detail and accuracy
- Excellent verbal and written communication skills in English and French (bilingualism required)
- Ability and willingness to translate information between departments
- Ability to collaborate effectively in a team‑oriented environment
- Experience in the consumer finance industry (asset)
- Flexibility to work evenings, weekends, and holidays when required