Credit Analyst - Flexiti Call Centre (Remote Capable)

Credit Analyst

Flexiti is looking for a Credit Analyst to join its Credit Team. Reporting into the Operations Supervisor, the Credit Analyst will be part of a team performing financially based assessment activities. The right person will have good judgement, high emotional intelligence, and the ability to problem-solve and influence to find a mutually beneficial solution.

You will have flexibility to work from home with the expectations that you will need to attend events and training at our contact center location as needed. Details around the remote working program at Flexiti will be shared with you as part of the recruitment process. The expected start date will be August 29, 2022.

What you will be doing:

• Provide exceptional customer service while responding to all inbound risk inquiries; including by not limited to the following call types:
• Pending applications due to fraud or credit risk.
• Credit Limit increases.
• Merchant support.
• Adjudication of applications pended for credit. Review to determine eligibility based on credit guidelines.
• Adjudication of select applications pended for fraud risk.
• Validate and verify applicants over the phone to mitigate application fraud.
• Review supporting documentation to confirm applicant identity customer requests for increased credit limit assignment.
• Support merchants with completing the application process for point of sale/real time credit application process.
• Adhere to established departmental escalation procedures, Quality Standard Guidelines, and requirements and controls in relation to PCI compliance standards.
• Report customer feedback by adhering to established escalation matrix.
• Remain tactful and composed when handling conflict and stressful situations while maintaining high level of customer service and retaining goodwill.

Why you would love to work here:

• You have the opportunity to be a part of an award winning, fast growing company.
• Our innovative culture promotes on-going learning opportunities.
• Great and passionate people in a very supportive environment.
• Comprehensive health and dental benefits.
• Competitive salary; commensurate with experience.
• $1000 sign-on bonus!

What you should have:

• Minimum of 1-2 years Customer Service experience, previous Call Centre experience.
• Minimum of 1-2 years of experience in credit card or financial sector.
• Experience in credit lending/adjudication/collections an asset.
• Experience in fraud detection/application verification/fraud investigation an asset.
• Excellent communication skills (listening/verbal/written) with emphasis on active listening, probing and negotiation skills – interpersonal skills are essential.
• Demonstrated analytical and problem-solving skills within time restraints.
• Strong knowledge of PCs, and proficiency in MS Word, Excel, and Outlook are an asset
• Personal qualities shall include adaptability, flexibility even-temperament, focused and reliability.
• Demonstrated ability to exercise judgment skills required in dealing with moderately complex situations.
• You have the ability to work in a quiet, private place in your home where you can work without background noise.
• Ability to hardwire (Ethernet) your company provided equipment directly to your home router.
• You must be able to work full-time based on your assigned shift, including having the flexibility and willingness to work rotational shifts based on business needs and special circumstances.
• Excellent oral and written communication skills in English.
• Bilingual (French) communication skills would be an asset.