Team lead, Credit and Customer Engagement

Fairstone Bank and its family of brands are united in delivering innovative, accessible and reliable financial solutions that enable Canadians to reach their goals. Over the years, our brand family has grown. In 2024, Home Trust Company, Home Bank and Oaken Financial became part of the Fairstone Bank family of brands, alongside Fairstone, EdenPark and Fig. Together, we are the leading alternative lending bank in Canada. We have the collective experience and expertise to better serve our customers and foster our partners’ growth. With a diverse suite of products—residential and commercial mortgages, consumer deposits and GICs, credit cards, retail and automobile financing, personal loans and digital lending—we offer financial solutions tailored to all Canadians, including newcomers, small-business owners, smart investors and savvy consumers. Backed by nearly a century of lending experience through its legacy companies, Fairstone Bank and its brand family are proud to be Canada’s leading alternative lending bank Join Fairstone Financial as a Representative, Credit and Customer Engagement and be part of our talented and growing team! 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 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 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. Qualifications 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 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 Excellent oral and written communications skills in English and French Ability to work shifts as assigned within an extended hour of operation: Monday to 8:00 – 00:00 Saturday 8:30 – 00:00 Sunday 9:30 – 22:00 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

The Team Lead will oversee credit underwriters, manage credit policy approvals, and ensure service levels are met within the department. They are also responsible for coaching staff, monitoring queues, and serving as a subject matter expert for team processes.

Candidates must have a high school diploma and at least two years of experience as a senior representative or team leader. Strong credit knowledge, analytical skills, and the ability to communicate effectively in both English and French are required.

• Time managementPreferred
• Customer servicePreferred
• Problem solvingPreferred
• LeadershipPreferred
• CommunicationPreferred

Identified from the job description. Confirm important requirements above.

• Credit underwriting
• Customer service
• Leadership
• Analytical skills
• Problem solving
• Multi-tasking
• Credit bureau analysis
• Fraud detection
• Team management
• Coaching
• Training
• Time management
• Communication
• System testing
• Policy interpretation
• Alternative Lending
• Bilingual (French/English)
• Quick Learning
• Underwriting
• Deposit Accounts
• Customer Service
• Commercial Mortgage
• Customer Engagement
• English Language
• French Language
• Innovation
• Problem Solving
• Loans
• Multitasking
• Real Estate
• System Testing
• Time Management
• Writing
• Teamwork

• Finance & Accounting
• Customer Service & Support
• Management & Leadership
• Customer Engagement Lead
• Credit / Loan Counselor
• Credit and Loans Officers
• Credit Counselors

Minimum education

High school

Minimum experience

2+ years

Posting language

English

Working hours

40 hours per week