The Senior Financial Services Representative (SFSR), similar to the Financial Services Representative, is responsible for managing inbound and outbound calls from new and existing customers, accurately assessing the needs of customers and completing, analyzing and submitting loan application using the loan application management system.  Additionally, the Senior Financial Services Representative will take on additional responsibilities including, but not limited to, assisting the Team Managers by handling customer escalations, providing support to the FSR team by answering questions related to customer inquires, policies and procedures, and assist in the coaching of FSR’s. Leading by example, the SFSR is responsible for providing updates, reporting and queue management in the absence of the Team Managers along with maintaining an elevated SPL target each month.
So, what will you do as Senior Financial Services Representative? 

Manage outbound contacts to new and existing applicants via telephone, email and text message to achieve individual sales targets.
Accurately submit & process loan applications into underwriting system, while assisting junior members of the team to do the same.
Implement adaptive selling techniques by adjusting your sales approach based on the communication style and needs of the customer, while providing coaching to the junior members of the team to do the same.
Demonstrate empathy by understanding the perspective of the customer and have empathetic concern for their situation, while overcoming their objections
Assist junior members of the sales team to overcome objections.
Demonstrate and communicate to the junior team members a sense of urgency when it comes to helping our new and existing customers when there are time sensitive requests.
Ensure optimum servicing to our existing applicant base by promptly and accurately responding to customer inquiries on complex, multiple inquiries and overseeing the junior team members to ensure they are doing the same.
Comply with outlined policies and procedures (i.e., privacy protection, AML) when servicing clients and performing account maintenance.
Collaborate with Sales leadership to develop and continuously improve the business unit.
Responsible for achieving and maintaining the outlined sales targets including achieving a minimum number of Secured Personal Loans per month 
Answer questions from sales staff pertaining to loan applications, policy, procedures and assist with the handling of escalated concerns of customers.
Assist Team Managers in the day to day coaching of the sales team.
Act as a delegate in the absence of Team Managers.
 
What you need for the role

Minimum of 1-2 years’ experience as a Financial Services Representative with goeasy is preferred, but not required.
High level of computer literacy, Intermediate to Advance skill level in Microsoft Office Package (Excel, Word and Outlook).
Strong communication skills (verbal and written) such that decisions and instructions/guidance can be conveyed in a clear manner.
Analytical, critical thinking and problem-solving skills.
Ability to work autonomously in a team environment.
Able to work under pressure and in a fast-paced environment.

Ability to plan, multi-task and manage time effectively.
Excellent communication, organizational and leadership skills
Possess a strong knowledge and understanding of the EFS Loan Underwriting Manual
Exude confidence and decisiveness when making decisions.
Reflect a positive and mature attitude towards teammates, peers, other employees and customers.
Ability to provide effective guidance, leadership and motivate the sales team.  
 
Additional Information:
Candidates must be comfortable to provide schedule flexibility to ensure the needs of our Sales Team and customers are met. The Senior Financial Services Representative may be expected to take on the additional duties over and above what their current job description as outline above.
Diversity, Inclusion, and Equal Opportunity Employment
At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. This means that we are committed to cultivating and preserving a work culture where we celebrate who we are, where everyone feels seen and heard and where every employee can fulfill their potential. As an equal opportunity employer, we are committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Canada. Please let us know if you require an accommodation during any aspect of the recruitment process and we will work with you to address your needs.

If you are looking to join one of Canada’s fastest growing companies, goeasy Ltd. is the place for you! Recognized as one of North America’s Most Engaged Workplaces, we want the best to join our team. 
easyfinancial is one of Canada’s leading non-prime lenders, we pride ourselves on helping everyday Canadians achieve their personal and financial goals through secured and unsecured loans up to $75,000, when everyone else says no.
As a Branch Manager, you’ll be responsible for leading your team, through coaching and training, to generate sales, manage overdue accounts, and maximize portfolio growth through direct engagement with customers.
No experience, but enjoy helping people develop their potential? We offer full comprehensive training programs to equip you with the tools needed for success.
 
What’s in it for you:
Benefits and Perks package which goes beyond your base salary:

Financial
Monthly, quarterly, and semi-annual incentive plans
RRSP and Employee Share Purchase Plan matching

Health & Lifestyle
Extended healthcare coverage, including Mental Health and on-demand virtual healthcare
5 personal days, company paid volunteer days, Sundays off + paid birthday off in addition to paid vacation days

Perks
Perkopolis employee discount program
REMIC Licensing is available
Employee discounts on furniture, electronics, and appliances
easyloans – employees have access to loans at lower interest rates
Tuition Assistance Program

Recognition
Opportunities for monthly, quarterly, and semi-annual awards
President’s Trip – week-long dream vacations for top performers
Leadership development programs – over 70% internal promotion rate!

 
What you will do:

Build superior customer sales experiences by welcoming and engaging customers in person, over the phone, and by email
Demonstrate compassion and empathy for our customers by understanding their situation and needs and matching them to a suitable financial product
Educate and empower customers to achieve their financial goals through building their credit
Capitalize on financial cross-sales and add-on products
Communicate the terms and conditions of our financial products
Reviewand evaluate prospective loans through financial analysis and other risk assessments
Manage collections activities for all past due financial accounts
Secure all required information to fulfill customer applications for products and services with strong attention to detail
 
Who you are as the successful candidate:

Some experience in a leadership capacity overseeing different functionalities, preferably in a sales environment
Excellent communicator who is people and results-oriented, looking to drive sales and increase customer satisfaction
Compassionate and operate with integrity on every sale – will care deeply for our customers!
Able to pass background checks (criminal, employment, and credit)
  

At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. This means that we are committed to cultivating and preserving a work culture where we celebrate who we are, where everyone feels seen and heard and where every employee can fulfill their potential. As an equal opportunity employer, we are committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Canada. Please let us know if you require an accommodation during any aspect of the recruitment process and we will work with you to address your needs.

If you are looking to join one of Canada’s fastest growing companies, goeasy Ltd. is the place for you! Recognized as one of Canada’s Most Admired Corporate Cultures, one of Canada’s Top 50 Fintech’s and one of North America’s Most Engaged Workplaces, we want the best and brightest to join our team.
We are a publicly traded company on the TSX with over 4000% shareholder return since 2001, goeasy operates two main business units. easyfinancial is our consumer lending business that offers secured and unsecured installment loans of up to $35,000 and easyhome is Canada’s largest merchandise lease-to-own company. It is our mission to provide everyday Canadians the chance for a better tomorrow, today by giving them access to the credit they need and by offering them a second chance when they have been turned down by banks and traditional lenders. With a retail network of nearly 400 locations across Canada and over 1900 employees, we are able to build lasting relationships with our customers as we help them rebuild their credit and graduate towards prime rates and a brighter financial future.
The Senior Loan Processing Specialist (SLPS) is accountable for assisting the Team Managers with the day-to-day operations of the Central Loan Approval Office (CLAO) including, reviewing, and adjudicating Head Office exception approval requests and Challenge and Appeal requests from branches. The SLPS will be responsible for monitoring, managing, and responding to all CLAO Inquiries. Under the direction and supervision of the Team Managers, the SLPS will take on the responsibilities of assisting with ongoing training of new and current employees in need of additional coaching and development. Senior Loan Processing Specialist’s will be required to manage the CLAO application queue, ensuring the team is working efficiently and in a timely manner.

Additionally, the Senior Loan Processing Specialist will continue to perform the duties of an underwriter when required. This position is designed to provide the SLPS with entry level management and leadership responsibilities to not only assist the CLAO team and Team Managers, but for personal growth and development opportunities.
So, what will you do as Senior Loan Processing Specialist? 

Provide support to the Team Manager with the day-to-day operations of the CLAO team
Lead the Loan Processing team in the absence of the Team Managers
Review HO Exception Approval by applying detailed knowledge and understanding of Loan Processing and Policies and Procedures
Review and adjudicate applications that have been Challenged/Appealed by a branch or Regional Manager
Monitor, manage and respond to all inquiries submitted to CLAO Inquiries
Provide support to the Team Managers in managing Processing queue levels and review timeframes to ensure proper efficiencies
Under the supervision of the Team Managers, provide additional coaching and development to team members that require additional training, when asked by the Team Managers.
Continue to perform the duties of a Loan Processing Officer as the needs of the business require including:
Apply detailed knowledge and understanding of company Policies and Exception Approvals
Assess and analyze loan applications; review, evaluate and analyze credit and financial history of applications including capacity to pay to make final Processing decision
Grant Approvals to applications in accordance with company policy or as delegated by the Risk and Analytics department as a loan underwriter
Provide rationale to branch managers regarding the processing process and the analysis that took place where such applications are either approved or refused.
Adhere to acceptable review timeframes for analysis of applications and underwriter best practices
Pinpoint fraudulent documents during analysis and report these to appropriate departments and the Processing unit
Match and validate application information such as income, pay stubs and credit ratings to make a final Processing decision in the approval process

What you need for the role

Strong Administrative skills with high interest to work in an administrative capacity and analyzing various documents
High level of computer literacy, Intermediate to Advance skill level in Microsoft Office Package (Excel, Word and Outlook)
Strong communication skills (verbal and written) such that decisions and instructions/guidance can be conveyed in a clear manner
Analytical, critical thinking and problem-solving skills.
Ability to work autonomously in a team environment
Able to work under pressure and in a fast-paced environment
Ability to plan, multi-task and manage time effectively
Excellent communication, organizational and leadership skills
Possess a strong knowledge and understanding of all goeasy Loan Processing Manuals
Exude confidence and decisiveness when making decisions
Reflect a positive and mature attitude towards teammates, peers, other employees and customers
Ability to provide effective guidance, leadership, and motivation to the Processing team
Additional Information:
Candidates must be comfortable to provide schedule flexibility (including evenings and weekends) to ensure the needs of our Loan Processing Officers, employees and customers are met. This role is designed to be a leadership role within the CLAO team while at the same time providing personal development and growth opportunities for the candidate. The Senior Loan Processing Specialist will be expected to take on the additional duties over and above what their current job description as outline above.
Diversity, Inclusion, and Equal Opportunity Employment
At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. This means that we are committed to cultivating and preserving a work culture where we celebrate who we are, where everyone feels seen and heard and where every employee can fulfill their potential. As an equal opportunity employer, we are committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Canada. Please let us know if you require an accommodation during any aspect of the recruitment process and we will work with you to address your needs.