Bilingual Customer Experience Specialist

About Fig

Fig is an innovative digital lender dedicated to simplifying the borrowing process for people across Canada. With a user-friendly online platform, loan applications and approvals can be finished in just a few minutes, making the lending experience more efficient and accessible for Canadians.

Supported by the reputable Fairstone Bank, Fig is in a unique position to blend the benefits of extensive lending experience with the agility of a start-up. This combination allows the company to effectively meet the credit needs of Canadians from various financial backgrounds.

The Role

We’re looking for someone who is obsessed with bettering customer experience and who can be the voice of our customers. This individual's immediate focus will be to support Fig’s B2C customers through their journey, whether that be customer support, servicing and resolutions.

The right candidate is fluent in both French and English and passionate about customer experience, embraces ambiguity and is excited to challenge the existing financial services environment and how borrowers are supported. If this sounds like you, apply and let’s reinvent customer experience in the lending world as a team! 

You will be supporting our customers over phone, live chat and email to support our customers. 

• Be the customer champion, understand customer needs, uncover root causes behind issues and go above and beyond to help customers find solutions.
• Help customers through our various support channels (Phones, Emails & Chat). This includes answering questions about the product, helping customers with their application/loan and investigating issues.
• Understand Fig’s business and its products and keep up to date with product changes and enhancements
• Identify potential bugs and product enhancements through customer feedback and surface your findings appropriately.
• Understand our internal tools and resources (Salesforce, Freshdesk, Onfido, Flinks, etc), and how best to utilize them when troubleshooting complex issues. 
• Follow internal workflows and processes with strong attention to detail.
• Help to drive positive change throughout your team, department and Fig as a whole by sharing your opinion and feedback.

• You are fully bilingual, with exceptional communication skills, both written and verbal, in English and French
• You excel at problem solving, have great troubleshooting abilities and are resourceful
• You are a great communicator and are able to communicate clearly and concisely both over email, chat and over the phone. You use your skills to deliver empathetic and above and beyond customer experiences 
• You are empathetic and put yourself into the shoes of our borrowers and understand their perspective and point of view. You acknowledge concerns, listen carefully and care about their priorities
• You are eager to learn, are curious and hungry for knowledge. You want to build and/or enhance your skill set, whether that be from a team member, or on your own. You enjoy researching and asking questions
• You embrace change, value change and are excited by it. You believe that change equals growth for yourself and for Fig
• You like teamwork and thrive in a collaborative work environment. You are a supportive teammate who is reliable, inclusive, positive and believe that working together is often necessary to achieve our goals

• Unique opportunity to join a company in its early stages and have an impact on how to shape customer experience 
• Competitive compensation
• Retirement savings program with employer matching
• Comprehensive medical, dental, and vision group insurance, as well as health and wellness spending accounts
• Generous time off to help you recharge
• Parental top-up to support your growing family
• Continuing education stipend to support your professional development

Our commitment to diversity, equity and inclusion

We are an equal opportunity employer and are committed to diversity at our company. We do not discriminate on the basis of race, religion, culture, sexual orientation, gender identity and physical ability.

Diversity of backgrounds, perspectives, and experience is fundamental to our business. We believe in fostering an environment where team members of all backgrounds can feel comfortable bringing their whole selves to work every day. We aim to ensure all of our employees work in an environment that makes them feel valued, heard, and supported while they strive towards career pursuits and their personal and professional growth.

We are committed to providing accommodations for all candidates that require them and in all aspects of the recruitment, selection, and/or assessment process. If you are selected to participate in any part of the selection and/or assessment process, please inform us of any accommodation(s) that you may require.