Job Description

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.

Join Home Trust as a Customer Care Specialist, and be part of our talented and growing team!

About the role:

The Customer Care Specialist will be responsible to ensure the completion of client requests received via the Contact Centre or from other sources such as account maintenance (Frequency/Date Changes, Banking Information updates), processing of client correspondence requests, etc. The Customer Care specialist will also be responsible for working closely with the Funding Department to set up banking information and tax accounts for newly funded loans. They must also be able to properly communicate both verbally and in writing to clients/solicitors/brokers accordingly. The incumbent will also assist with Mortgage Servicing/Funding Department special projects. This position ensures compliance with all aspects of Home Trust Company’s credit policies and procedures, guidelines, and applicable regulatory requirements.

Responsabilities

• Manage daily workloads and prioritize based on applicable deadlines

• Ensure all newly funded loans are set up with proper banking information

• Complete set up of municipality information in S4 system including tax roll numbers

• Ensure proper generation of client welcome packages for all newly funded loans

• Work closely with the Funding and Mortgage Servicing Departments on special projects

• Complete administrative responsibilities including processing client requests such as frequency/date changes, updating of banking information, generating client correspondences such as mortgage information statements

• Respond to client email and private messages in a professional and timely manner

• Act in accordance with Home Trust’s core values, Code of Conduct and all internal policies and standards; engage in highest standard of business conduct and ethics

• Understand regulatory and compliance requirements applicable to one’s scope of responsibility

• Incorporate regulatory and compliance requirements into existing business processes and activities

• Display a commitment to the highest customer service ranking in the industry

• Communicate and work in conjunction with all internal and external business parties (brokers, solicitors, municipalities) to ensure Mortgage Servicing transactions are completed in a timely and efficient manner.

• Provide appropriate feedback to management in regards efficiency opportunities

What we’re looking for:

• Post-secondary degree or diploma in related area or discipline or equivalent work experience

• Working knowledge of mortgages

• Minimum 2 to 3 years mortgage administration experience

• Excellent organizational, time-management, analysis and attention to detail

• Excellent written / verbal communication and professional maturity to influence at all levels

• Consistently demonstrates and reinforces organizational values

What you’ll love about working here:

• Award-Winning Culture: We’re proud to be recognized as a Great Place to Work Canada 2025 and one of Montreal’s Top Employers 2025 by Canada’s Top 100 Employers.

• Work-Life Balance: Enjoy flexibility with our hybrid work model designed to support your lifestyle.

• Time to Recharge: Generous vacation based on your role, statutory holidays, plus 6 wellness days to prioritize your well-being.

• Compensation Package: Competitive base salary plus an annual incentive bonus tied to performance.

• Comprehensive Benefits: Robust health and dental coverage through Manulife, as well as virtual healthcare through Dialogue.

• Future-Ready Savings: Group Retirement Savings Plan with up to 7% employer match.

• Exclusive Perks: Discounts from top retailers via WorkPerks, plus location-based perks like gym memberships and Toronto Bike Share.

• On-Site Fitness: Gym access at our London and Montreal offices.

• Continuous Growth: Education Assistance Program and Fairstone Academy for training and skill development.

• Family Support: Parental leave top-up program to help you during life’s big moments.

• Community Impact: One paid volunteer day to give back to causes that matter to you.

• For more information on who we are as an employer click here.

What you can expect - pay & process:

• Expected base salary range is $50,000 - $60,000 per year, plus the opportunity to earn an annual incentive bonus tied to performance.

• This posting is for an existing vacancy within our organization.

• Artificial intelligence may be used in parts of the recruitment process.

• All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire. 

If what you read excites you, we’d like to hear from you! Please submit your application and we’ll contact you if you become selected for first stages of the interview process.

Learn more: https://www.fairstone.ca/en/about/canadian-lender

Follow us on LinkedIn: https://www.linkedin.com/company/fairstone/mycompany/

If you have a preferred language for communication, please kindly inform us whether you prefer French or English on your application.

Fairstone is an equal opportunity employer. Accordingly, we will make reasonable accommodations to respond to the needs of people with disabilities. Individuals who view themselves as Aboriginals, members of visible minorities, and disabled are encouraged to apply in confidence.

Time Type:

Full time

Job Type:

Permanent