Bilingual Customer Service Specialist

Customer Service Representative

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 like 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.

Home Trust Company has developed a track record of success as Canada's leading alternative lender, employing nearly 800 people in our Toronto headquarters and branches across the country. Building on the demonstrated strength of its core residential mortgage lending business, the Company also offers complementary lending services, as well as highly competitive deposit investment products, through Oaken Financial. Our culture has been shaped by the passion and integrity of our people.

Join Home Trust as a Customer Service Representative and be part of our talented and growing team!

About the Role

The Customer Service Specialist will spend their time answering inbound calls within a contact centre environment. The specialist will be the first level of response for our customers and will be required to respond to customer inquiries promptly and accurately on a variety of complex problems, within the established Contact Centre procedures. The Customer Service Specialist will demonstrate strong product knowledge to effectively maximize business retention in our Mortgage and Oaken product lines.

The Contact Centre provides service to our customers from Monday to Friday, 8:00 a.m. – 8:00 p.m. EST, and Saturdays 9:00 a.m. - 5:00 p.m. EST. Customer Service Specialists are required to have availability to be scheduled 5 days and 35 hours per week, within these hours, after the initial training weeks.

Customer Focus and Service Excellence

• Deliver prompt, accurate service to clients by resolving complex inquiries and issues.
• Provide best-in-class customer service with empathy, accountability, and composure in the Contact Centre.
• Follow up on inquiries, escalations, and complaints, aiming to resolve 95% within two days.
• Achieve strong post call survey results (Net Promoter Score (NPS) and overall customer service).
• Meet or exceed departmental standards for quality monitoring, compliance, and key metrics (handle time, after-call work, schedule adherence).
• Offer feedback to improve processes and respond to internal communications using effective business writing skills.
• Take appropriate steps to maintain compliance and procedural adherence to achieve department standard for quality monitoring (both Procedures and Compliance) Goal: to achieve Ave score 90% or higher.

Risk Management and/or Compliance

• Adhere to Contact Centre policies, privacy protection, and compliance requirements (AML, KYC, Anti-Fraud).
• Complete all required corporate training and maintain proper handling of sensitive client information.
• Perform financial and non-financial account maintenance to meet customer and business expectations.

What We're Looking For

• Post-secondary education in business or finance and 2+ years of customer service or contact centre experience preferred.
• Working knowledge of mortgages and/or registered and non-registered deposit products (TFSA, RSP, RIF, GICs).
• Strong attention to detail, organization, time management, and ability to multi-task in a fast-paced environment.
• Advanced written and verbal communication, interpersonal, and relationship-building skills; able to work independently or as part of a team.
• Proficient in MS Office (Outlook), strong keyboarding skills, and quick to learn new technologies and systems.
• Benefits include 4 weeks paid training, hybrid work model, group health and retirement plans, paid vacation and sick days, employee perks, and internal growth opportunities.

What You'll Love About Working Here

• Award-Winning Culture: We're proud to be recognized as a Great Place to Work Canada 2025 and one of Montreal's Top Employers 2025 by Canada's Top 100 Employers.
• Work-Life Balance: Enjoy flexibility with our hybrid work model designed to support your lifestyle.
• Time to Recharge: Generous vacation based on your role, statutory holidays, plus 6 wellness days to prioritize your well-being.
• Compensation Package: Competitive base salary plus an annual incentive bonus tied to performance.
• Comprehensive Benefits: Robust health and dental coverage through Manulife, as well as virtual healthcare through Dialogue.
• Future-Ready Savings: Group Retirement Savings Plan with up to 7% employer match.
• Exclusive Perks: Discounts from top retailers via WorkPerks, plus location-based perks like gym memberships and Toronto Bike Share.
• On-Site Fitness: Gym access at our London and Montreal offices.
• Continuous Growth: Education Assistance Program and Fairstone Academy for training and skill development.
• Family Support: Parental leave top-up program to help you during life's big moments.
• Community Impact: One paid volunteer day to give back to causes that matter to you.

If what you read excites you, we'd like to hear from you! Please submit your application and we'll contact you if you become selected for first stages of the interview process.

Expected base salary range is $40,000 - $50,000.

This posting is for an existing vacancy within our organization.

Artificial intelligence may be used in parts of the recruitment process.

All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire.