Job Description

Who are we?
At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives and is committed to doing well by doing good.
Finastra is hiring multiple Repayment Counselors (both for English only and French speakers) for our Student Lending team. Great opportunity for candidates with customer service/call center experience. Freshers are welcome.

• Identify borrower needs and analyze their financial capacity. Provide customized solutions and debt management options
• Maintain knowledge of products and process changes, through actively participating in training programs and daily knowledge management system navigation
• Achieve individual productivity targets as assigned, contributing to inbound service target adherence as well as overall client-driven repayment success measures
• Required to meet standard call center Key Performance Indicators including Voice of Customer.
• Use discretion and maintain confidentiality in handling sensitive information. Understand the importance of escalating issues for resolution following established escalation processes
• Document, summarize and update the Account Management System for all activity as agreed to with loan borrower at point of contact
• Positively represent Finastra in all interactions with borrowers to achieve results to achieve the best interests for the organization

Skills and Knowledge

• Knowledge of basic accounting skills to perform basic mathematical calculations
• Computer proficiency and keyboarding skills.
• Ability to talk and type quickly and accurately
• Demonstrated oral and written communication skills
• Ability to navigate and understand product/process guides and training material
• Excellent problem-solving skills and ability to think quickly and logically
• Exceptional attention to detail and the ability to work with minimal supervision
• Ability to deal with emotional and irate borrowers, while maintaining a professional demeanor
• Strong aptitude for learning new systems and technologies with the ability to integrate

Experience

• 1-2 years progressive experience in a Call Centre, Customer Service or Telemarketing environment would be an asset
• Completion of High School
• Ability to clear background checks including Credit, Criminal and Reliability Clearance
• Able to be flexible to work during hours of operation of 6:30 a.m. to 11:00 p.m. Monday through Friday and 9:00 a.m. - 5:00 pm Saturday (occasionally-probably once or twice a year).
• Work all assigned shifts, potential to change on a quarterly basis
• Willing to work overtime, as needed
• Bilingual (French) would be a bonus for our Bilingual positions.

Finastra is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). We will accommodate applicants' needs upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. Information received related to accommodation will be addressed confidentially.
We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:
Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.
Medical, life & disability insurance, retirement plan, lifestyle and other benefits*
ESG: Benefit from paid time off for volunteering and donation matching.
DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
*Specific benefits may vary by location.
At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.
Be unique, be exceptional, and help us make a difference at Finastra!
Finastra is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). We will accommodate applicants' needs upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. Information received related to accommodation will be addressed confidentially.