Senior Analyst, Customer Escalations

• 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.

• 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 Bank followed the appropriate policy/procedure and customers are treated fairly.
• Actively involved in business processes to ensure alignment with regulatory obligations and to evaluate procedural effectiveness.
• Lead complaint investigations by:

• Extracting and uploading all relevant data/evidence from Level 1 and 2 case files.
• Ensuring timely and accurate case file preparation.
• Prepare written summaries with recommendations for case resolution, considering financial and reputational risks.
• Facilitates focused training for call centre agents, covering call handling techniques, complaint de-escalations, waiver negotiations, product knowledge, and system navigation.
• Acts as liaison between customer service, legal and compliance.
• Draft letters to customers on behalf of Fairstone executives and business lines.
• Ensures complaints are handled within prescribed FCAC timelines.
• Prepares summary investigations, pulls call recordings, and collects documents for escalated complaints.
• Responsible for responding to all complaints sent to the Better Business Bureau (BBB).

• Bachelor’s degree or equivalent experience in a pertinent field
• Proven experience (5+ years) handling legal and executive escalations.
• Bilingual (English/French), nice to have: High-level l proficiency in English (oral and written) is required, as the role involves communicating with customers on behalf of Fairstone in either language. Approximately 75% of the responsibilities will be carried out in English.
• Excellent communication both verbal and written, with the ability to convey technical concepts and information in a clear and concise manner.
• Excellent interpersonal skills, including the ability to build rapport, foster collaboration, and establish credibility with diverse stakeholders at all levels of the organization.
• Excellent judgement and political acuity.
• Proven experience in delivering and evaluating training programs within a call centre or customer service environment, with a focus on call handling techniques and customer interactions.

Fairstone