What are the responsibilities and job description for the Branch Support Representative position at fairstone?
Who we are: 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 as a Branch Support Representative, reporting to Sr manager, Credit and Customer Engagement, and be part of our talented and growing team! About the role: Join our team as the central support hub for Fairstone’s branch network, helping teams deliver seamless customer experiences through expert guidance and problem solving. You’ll be the key connection between branches and centralized departments, ensuring fast resolutions, clear communication, and smooth account operations. Your work life: Guaranteed 37.5 hours a week Department hours: Monday, Wednesday and Friday 7:30am to 8:30pm Tuesday and Thursday 7:30am to 10:00pm Saturday 7:30am to 4:00pm Open space office environment with up-to-date technology What will you be doing: 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 What we’re looking for: 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 oral and written communication skills in French and English (30% English and 70% French) 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 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. For more information on who we are as an employer click here. 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 RECOGNIZED AS ONE OF MONTREAL'S TOP EMPLOYERS (2025) Fairstone Bank of Canada and its subsidiaries, including Fairstone Financial Inc. and Home Trust Company, deliver innovative, accessible and reliable financial solutions that enable Canadians to reach their financial goals. Collectively, we offer residential and commercial mortgages, consumer deposits and GICs, retail and automobile financing, credit cards and digital lending, in addition to unsecured and secured personal loans online and at more than 255 branches coast to coast. With a long-established history, we are proud to be Canada's leading alternative lending bank. More at FairstoneBank.ca