Service and Sales Specialist

Who we are:

Fairstone Bank and its family of brands are united in delivering innovative, accessible and reliable financial solutions that enable Canadians to reach their goals. Over the years, our brand family has grown. In 2024, Home Trust Company, Home Bank and Oaken Financial became part of the Fairstone Bank family of brands, alongside Fairstone, Eden Park and Fig.

Together, we are the leading alternative lending bank in Canada. We have the collective experience and expertise to better serve our customers and foster our partners’ growth. With a diverse suite of products—residential and commercial mortgages, consumer deposits and GICs, credit cards, retail and automobile financing, personal loans and digital lending—we offer financial solutions tailored to all Canadians, including newcomers, small-business owners, smart investors and savvy consumers.

Backed by nearly a century of lending experience through its legacy companies, Fairstone Bank and its brand family are proud to be Canada’s leading alternative lending bank.

Home Trust: Home Trust Company has developed a track record of success as Canada’s leading alternative lender, employing nearly 800 people in our Toronto headquarters and branches across the country. Building on the demonstrated strength of its core residential mortgage lending business, the Company also offers complementary lending services, as well as highly competitive deposit investment products, through Oaken Financial. Our culture has been shaped by the passion and integrity of our people.

About the role:

The Oaken Service and Sales Specialist will lead the customer experience through providing service to Oaken customers. This role will develop and maintain strong relationships with customers through telephone, email, and scheduled visits, while attending conferences and local community events and responding to all inquiries. This role will also identify potential sales opportunities, acquire, and retain customers.

• Ensure optimum servicing to Oaken clients by promptly and accurately responding to customer inquiries on complex multiple problems through every servicing channel (in person, telephone, email, scheduled visits, etc.)
• Adherence to SLAs for all quality monitoring

• Identify and act upon cross-selling opportunities with particular attention on business retention and revenue generation
• Proactively solicit and identify sales opportunities, provide recommendations focussing on features/benefits that match client needs
• Research and identify sources for potential new customers
• Assist clients in completing applications for Oaken Financial deposit products accordingly
• Book appointments with clients
• Build and maintain relationships with clients through quickly establishing a rapport and develop an overall understanding of their investment preferences
• Solicit and monitor customer feedback, identify gaps, provide recommendations for timely solutions to enhance the overall customer experience

• Ensure all policies and procedures (i.e., privacy protection, AML) are followed when servicing clients and performing account maintenance
• Perform financial adjustments and non-financial maintenance when necessary to ensure that customer and business expectations are met
• Complete investment application with clients and ensure that all AML and compliance requirements are met
• Adhere to all policies and procedures, legal and ethical requirements and regulations, and established risk guidelines.

• Post-secondary degree or diploma, preferably in business management, finance, or related field (university an asset)
• Additional relevant accreditation(s), certification(s) are assets
• 3 years of customer service experience
• Solid knowledge of investment products
• Solution-focused leader who takes initiative ensuring self and team work effectively within established guidelines
• Strong organizational, time-management and analysis skills
• Able to multi-task and flourish in a fast-paced, deadline-driven work environment
• Excellent written and oral…