Associate - Credit Service Group

Accountabilities: Understand customer needs and provide personalized guidance on credit strategies, lending products, and financial solutions. Manage customer interactions through inbound calls, handling requests efficiently and professionally while ensuring a positive experience. Process credit-related transactions, applications, and documentation accurately according to established procedures. Identify customer needs and refer opportunities to appropriate internal teams when additional support or specialized services are required. Investigate and research credit card or lending requests while following approved processes and risk guidelines. Escalate complex or unresolved customer situations to appropriate stakeholders when necessary. Maintain up-to-date knowledge of consumer banking products, credit practices, industry trends, and regulatory requirements. Promote relevant programs and product offerings during customer interactions when appropriate. Protect confidential customer and organizational information while maintaining compliance with privacy standards. Identify and report suspicious activity related to financial crimes, including money laundering concerns. Apply sound credit principles and follow established policies when making recommendations and credit-related decisions. Analyze issues, determine appropriate next steps, and escalate matters when required. Complete additional responsibilities and operational tasks as assigned. Requirements: 1–2 years of relevant professional experience, ideally combined with a post-secondary education in a related field, or an equivalent combination of education and experience. Knowledge of consumer credit products, lending solutions, and residential financing. Understanding of customer service operations, contact center processes, and operational policies. Familiarity with call center technologies, tools, performance metrics, and digital service platforms. Awareness of industry trends, competitive products, and customer expectations in financial services. Strong oral and written communication skills. Excellent organizational abilities with the capacity to manage multiple priorities. Strong analytical and problem-solving skills with attention to detail. Ability to collaborate effectively within a team environment. Knowledge of compliance requirements, customer protection practices, and risk management principles is an asset. Fluency in both French and English, as the role requires supporting clients and team members within and/or outside Quebec. Benefits: Competitive annual salary range of $34,750 – $51,800 CAD. Remote work flexibility within Canada. Comprehensive health and wellness benefits. Retirement savings programs. Life and accident insurance coverage. Tuition reimbursement and professional development opportunities. Access to training, coaching, and career growth resources. Opportunity to build expertise in credit services within a customer-focused financial environment. Inclusive workplace culture that values collaboration, diversity, and professional growth.