Specialist, Credit Card Lending

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Specialist, Credit Card Lending based in Canada.

This is a customer-focused lending role supporting individuals with credit and borrowing needs through a remote service environment. You’ll assess customer situations, recommend appropriate lending products and strategies, and help deliver accurate, efficient outcomes. The role combines financial expertise, sales and service, risk awareness, and problem-solving. You’ll work across customer contacts and internal business teams to resolve requests and escal…

• Understand customer needs and provide personalized advice on credit, lending, personal banking, and borrowing strategies that align with their objectives and financial circumstances.
• Manage customer contacts and transactional outcomes efficiently, ensuring requests are accurately processed or appropriately referred to internal business teams.
• Assess lending applications and customer requests, applying authorized credit qualifications and sound credit-granting principles in accordance with established policies and procedures.
• Make informed credit decisions or recommendations while balancing customer needs, business objectives, regulatory requirements, and the organization’s risk appetite.
• Investigate complex lending situations, analyze issues, determine appropriate next steps, and
  * escalate* unresolved or high-complexity cases to management when required.
• Maintain accurate documentation and protect the confidentiality of customer and organizational information throughout all interactions and processes.
• Maintain up-to-date knowledge of personal lending and home financing products, competitive offerings, market trends, contact-centre processes, and relevant technologies.
• Integrate relevant marketing programs and promotions into customer conversations while maintaining a professional, customer-first approach.
• Identify and report suspicious activity or patterns that may relate to money laundering or terrorist financing, while complying with applicable privacy, consumer protection, and regulatory requirements.
• Collaborate with colleagues and other business groups to deliver consistent customer outcomes and may provide guidance, training, or coaching to junior associates when needed.
• Identify opportunities to improve customer service, operational effectiveness, and lending processes while maintaining appropriate controls and documentation.

• Typically 2–3 years of relevant experience, with a post-secondary degree in a related field considered desirable, or an equivalent combination of education and professional experience.
• Knowledge of personal lending and home financing products, including the ability to understand customer borrowing needs and recommend appropriate solutions.
• Familiarity with competitive financial-services markets, lending product trends, and evolving customer expectations.
• Understanding of contact-centre operational processes, policies, technology, and performance metrics.
• Ability to apply lending policies, credit qualifications, risk-management principles, and regulatory requirements accurately and consistently.
• Strong analytical and problem-solving skills, with the ability to assess customer situations, investigate issues, and determine appropriate next steps.
• Good verbal and written communication skills, with the ability to explain financial and lending information clearly and professionally.
• Good organizational skills and the ability to manage multiple customer requests, priorities, and transactional outcomes efficiently.
• Strong collaboration and teamwork skills, with the ability to work effectively with internal business groups…