Senior Analyst, Customer Escalations
Job Description
Description
Senior Analyst, Customer Escalations page is loaded
Senior Analyst, Customer Escalations
Apply locations Toronto, Ontario Montreal, Quebec time type Full time posted on Posted 4 Days Ago job requisition id R23202
At Fairstone, our culture isbuilton strong values and leadership principles that definethe expectations we have for working together and with our customers. We help Canadians find the right solution to meet their needs with a variety of products and services. Our values and principles guide the actions we take to ensure our customers get the best experience possible.
Be part of our talented and growing team!
We are currently looking for a Senior Analyst, Customer Escalations to join our team reporting to the Senior Manager, Communications Social Media and Customer Experience.
As a Senior Analyst, Customer Escalations, you play a pivotal role in handling complex and high-profile customer service issues with reputational and/or legal impacts as well as facilitate in-house training on complaint de-escalations. You have a thorough understanding of Fairstone products and services and work cross-functionally to address customer needs while aligning with company objectives. You are also responsible for facilitating training in improving agent soft skills, complaint de-escalations and negotiation techniques. You collaborate closely with contact centre management and product owners in retail financing and branch operations on the development of job aids and policies/procedures used by the contact centre.
“Be a part of our inclusive workplace where diverse perspectives drive innovation and excellence.”
WHY JOIN US?
BECAUSE WE ARE PROUD TO BE One ofMontreal’s Top Employers for 2025 for the fifth consecutive year by the editors ofCanada’s Top 100 Employers.
WE OFFER:
- Work-Life Balance: Our 37.5-hour workweek and hybrid model (3 days in-office) promote a healthy balance.
- Wellness: Tailored well-being solutions available 24/7.
- Time Off : Minimum 15 paid vacations, 6 wellness days, with federal holidays.
- Community Support: Paid Volunteer Day to give back to your community.
- Retirement Planning: Employee and employer contribution pension plan, plus the Fairstone Retirement Savings Plan
- Development: Access to Fairstone Academy for comprehensive training and skill development.
- Employee discounts : Exclusive access to discounted products and services, including car insurance, hotels, attractions, movies, gym memberships, and more.
WHAT WILL YOU WORK ON?
- Provide a single point of contact for complex and sometimes high-profile customer issues with reputational and legal impacts
- Ensures customer escalations and complaints, across all lines of business, are resolved and managed in accordance with Fairstone, consumer and provincial/federal regulatory standards.
- Build relationships. Act as a liaison between our internal partners, subject matter experts to solve problems and improve customer experience.
- Contributes to internal knowledge base and collaboration platforms to share expertise internally. Shares knowledge globally to help other teams reduce escalations.
- Responsible for maintaining expert knowledge within Fairstone’s lines of business and complaint management. This included developing training material/job aids and building knowledge of product updates and changes.
- Accountable for handling complaints escalated to OBSI and the COC by responding to access requests and reviewing complaints to ensure the
Company
Fairstone Financial Inc.
Location
Toronto
Country
Canada
Salary
125.000
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