Branch Support Representative

Fairstone Bank•Montreal, QC

2d•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

Experience in the consumer finance industry (asset)
Flexibility to work evenings, weekends, and holidays when required

Responsibilities

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.