Our Journey at Keep

At Keep, we embarked on a mission with a powerful question: Why hasn't the banking experience caught up with the rapid pace of technology?

This continues to fuel our passion for reshaping the Canadian fintech landscape. We provide businesses with a comprehensive suite of cross-border banking services, offering everything from credit cards to deposit accounts, currency conversions, and revenue financing.

With a team of seasoned global startup veterans with successful exits, Keep is committed to leading the charge as Canada's next-generation fintech institution. Backed by VCs in the fintech sector, we're racing ahead, expanding our reach and impact like never before.

About the Role

Join us at Keep as a key member of our Account Management team, where your expertise in managing delinquent accounts and ensuring regulatory compliance will play an essential role in maintaining secure and responsible financial practices. In this role, you’ll be pivotal in monitoring and negotiating repayment options for overdue accounts, providing customers with clear solutions while supporting Keep’s mission to deliver innovative financial solutions with integrity.

Who We’re Looking For

• A proactive, detail-oriented professional who thrives in a dynamic environment and possesses strong verbal and written communication skills to manage phone and email interactions effectively.

• A team player with excellent problem-solving and negotiation skills, able to manage delinquent accounts and negotiate repayment options with a customer-focused approach.

• Comfortable handling inbound and outbound communications within a blended call center environment, ensuring professional and courteous interactions.

• Proficient in using CRM software to document customer interactions accurately and maintain up-to-date account records.

• Adaptable and resilient, thriving in a fast-paced setting, with a strong commitment to compliance and customer satisfaction.

Key Responsibilities

• Delinquent Account Management: Monitor overdue account inventory and negotiate repayment options to bring accounts current, maximizing recovery and minimizing charge-offs.

• Customer Interaction: Handle inbound and outbound calls effectively using an auto-dialer in a call center environment, providing first-call resolution by thoroughly understanding loan products.

• Communication Management: Respond to customer emails with attention to detail, offering solutions professionally and ensuring accuracy in grammar and punctuation.

• Hardship Assistance: Manage and qualify the hardship assistance queue, helping customers find options to mitigate or prevent delinquency.

• Compliance and Accuracy: Operate in compliance with relevant financial regulations and Keep's policies, ensuring all customer interactions and account updates are documented precisely in CRM software.

• Customer Support and Relationship Building: Act as a supportive partner to customers, providing transparent and empathetic solutions to help them keep accounts in good standing.

• Issue Resolution and Process Improvement: Identify root causes of potential issues and suggest improvements to enhance portfolio management and support Keep’s commitment to responsible financial management.

Why You Should be Excited About This Role:

• Impactful Role: You’ll have the opportunity to make a significant impact on the financial health and growth of one of Canada’s fastest-growing fintech startups. Your work will directly influence the company’s strategic direction and success.

• Leadership and Visibility: This role offers high visibility with direct access to the C-suite and senior management. You’ll lead a critical function within the company, driving key financial initiatives that support our growth objectives.

• Cross-Functional Collaboration: You’ll work closely with diverse teams across operations, engineering, finance, sales, and account management, gaining a comprehensive understanding of the business and contributing to its overall success.

• Professional Growth: Keep is committed to fostering continuous learning and professional development. In this role, you’ll have the opportunity to expand your skill set, take on new challenges, and grow your career within a dynamic and innovative environment.

• Innovative Environment: You’ll be part of a company that values innovation, collaboration, and continuous improvement. Your ideas and contributions will be valued as we work together to reshape the fintech landscape in Canada.

• Work-Life Balance: Enjoy a flexible work environment that supports remote work and offers generous PTO, ensuring you have the balance you need to thrive both professionally and personally.

Why Join Keep?

• We're obsessed with investing in data-driven solutions and cutting-edge technologies.

• Be a part of a team that's rewriting the playbook for the Canadian fintech industry.

• Data is the fuel for our growth engine, and you'll be in the driver's seat shaping our data strategies.

• Embrace a fully inclusive and remote-friendly company culture that values diversity and work-life balance.

• Help us bring modern banking solutions to businesses, reshaping the banking experience for our customers.

Why This Might Not Be a Good Fit:

• If you're a stickler for a highly structured environment with constant hand-holding, you might find our culture of autonomy and trust a bit different.

• If you're more of a slow-and-steady-wins-the-race kind of person, our fast-paced, dynamic environment might be a bit of a rollercoaster.

• Given the nature of our industry and our rapid growth, ambiguity and uncertainty are all part of the ride. If you prefer clear-cut structures or roles, you might find our dynamic environment a bit too adventurous.

• Collaboration is the heartbeat of Keep, and if you prefer to work in your own little bubble without engaging with the wider team, you might find our approach to teamwork a tad unconventional.

What’s the Interview Process Like?

1. People Screen with Alejandra

2. Hiring Manager Screen with Tal

3. Hiring Team Screen with Josh

4. Project Presentation with Alejandra, Tal and Josh

5. References

6. Offer 🎉

Want to Learn More?

Head over to our webpage to discover more about us. Take a peek at our Glassdoor profile to see what our Keepers are saying, and stay tuned for exciting updates on our LinkedIn page and learn about our values and benefits on our career page.

Commitment to Diversity and Inclusion

Keep provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.