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Customer Experience Representative

by Fidem Finance Inc.

Position Type: Full-time
Location: London, ON
Date Posted: Jan 04, 2022
Experience: 2 Years
Education: High School Diploma
Fidem Finance Inc.

Job Description

Company Information

Fidem Finance Inc. is a leader in specialized financial services products in Canada. Our mission is to help credit challenged Canadians achieve credit recovery and to support a reasonable and responsible return to credit health.

The team at Fidem Finance Inc. is forward-looking and has an open, growth-oriented corporate culture that offers motivated employees the opportunity to learn and grow with it. 

The successful candidate will initially work from home and will be based out of our downtown London office. 

Job Summary

The Customer Experience Representative assists customers in securing prompt resolution of overdue accounts and with extending new credit. This role is responsible for working with the customer to implement a payment strategy, thereby helping each customer rebuild their financial future. The role is also responsible for assisting applicants with applications and questions regarding products and services. The Customer Experience Representative is part of the Customer Experience Team, and responsible for routinely providing the Team Lead with performance progress updates, and input on enforcement options for consideration. The Customer Experience Representative provides exemplary customer service, whilst collecting on overdue accounts in alignment with company values, policies and processes.

What does a typical day look like?
  • Outbound calls to ask delinquent customers to update their accounts
  • Inbound calls from customers who would like to either update their accounts or negotiate arrangements to handle their debts (lower monthly payments or Workout program), or from applicants with questions regarding the application process.
  • Follow up with promises to pay to make sure payments are made on time as promised by customers
  • Resolve complex inquiries from frustrated customers
  • Skip tracing for finding debtors with no contact, in order to establish contact for resolutions and updated debtor information
  • Maintain accurate and updated file notes for ongoing history and referencing
  • Identify accounts that need enforcement (such as a Demand Notice) and escalate information to the Legal Department
  • Regular updates to Client Services regarding accounts that need a refund cheque be sent to them, accounts approved for the Workout program as well as regarding many other aspects of the collection activity
What qualifications are required for this position?
  • 2+ years’ experience in customer service, preferably within financial services collections environment
  • Excellent verbal and written communication skills
  • French/English bilingual is considered an asset
  • OSSD or equivalent
  • Education or training in financial services is an asset
  • Proficiency with Microsoft Office, including Work and Outlook
  • Proficiency with CRM systems
  • Ability to analyze and interpret then negotiate the needs of clients and offer the appropriate options, solutions and resolutions
  • Ability to manage complex debtor situations to exceed performance goals
  • Capability to adapt to change quickly
  • Ability to work independently as well as within a team/group, providing professional advice or direction to other employees as necessary
  • Available to work a variety of shifts, within the hours of operation
  • Satisfactory reference check (credit, criminal, professional)
What type of scheduling does Fidem Finance offer?

This permanent full-time role requires shift flexibility during hours of operation (Monday through Friday, 8:00 AM – 7:00 PM, Saturday 8:00 AM – 5:00 PM).

What’s great about working for Fidem Finance?

Competitive total compensation structure, which includes competitive base salary, annual bonus program, deferred profit-sharing plan, group RRSP, 3 weeks’ paid vacation, paid sick days, company paid health, dental, vision, paramedical, life and travel insurance benefits, employee assistance program, and tuition reimbursement program.

While working from home we are sure to provide our employees with the systems necessary for long term success, which includes your performance and communication tools. We have also modified our onboarding process to help integrate you into the company even before your first day, and we will help connect you with all our current employees. Our Social Committee hosts virtual monthly activities, and we continue to find unique and fun ways to celebrate our successes while remote.

When it is safe for all employees to return to our offices you will get to enjoy our open concept work environment, which is ideal for collaboration and team building. Enjoy your lunch with your colleagues in our expansive lunchroom filled with windows, booths, and social tables. Our Social Committee coordinates fun events on a regular basis – both inside and outside of the office. These include holiday lunches, pub nights, contests, and a weekly lottery, just to name a few. We happily spend time celebrating our employees’ personal and work-related accomplishments with awards, company-wide recognition, and of course, cake.

We care about giving back to the community. Each employee is provided with 1 paid day per year to volunteer at any registered charity of their choice. We also provide monthly donations to charities that are meaningful to our staff. To date, we have donated over $30,000 to local and national charities combined, all of which were selected by our employees.

Sound like a perfect fit for you? We think so too.

A culture of diversity and inclusion at Fidem Finance Inc. is imperative. We invite and encourage applications from women, Aboriginal peoples and persons of all races, ethnic origins, religions, abilities, sexual orientations, and gender identities and expressions. Fidem will provide accommodation during all parts of the hiring process, upon request, to applicants with disabilities. If contacted to proceed to the selection process, please advise us if you require any accommodation. Additional accessibility information and contact information can be found on the company website at

Qualified candidates are encouraged to submit a resume and cover letter to Alyssa Ryde, Human Resources Generalist, via email at

Thank you for considering a career with Fidem Finance. We will contact those who have been selected for an interview.
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Job Location

London, ON

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