Work In Tech

Find your next role at Canada's fastest-growing tech companies

Escalation Specialist (Offline)

Flexiti Financial

Flexiti Financial

Posted on Wednesday, September 13, 2023

Flexiti is one of Canada’s fastest growing fintech lenders. We aim to make our customers’ lives more affordable and help our retail partners grow their sales by offering flexible financing options. Through our award-winning omni-channel platform, customers can be approved instantly to shop with their FlexitiCard®, which they can use online or in-store to make multiple purchases, within their credit limit, without needing to reapply.

At Flexiti, we work hard, we love what we do, and we have some fun along the way! If you are looking for an energizing and innovative work environment with great people and big ideas, we’d love to have you join us!

To learn more about Flexiti, please visit

Offline Escalations & Disputes Specialist

The Offline Escalations & Disputes Specialist position presents an exciting opportunity to take on an expanded role within our company. Put your customer service experience and knowledge to use while providing comprehensive solutions for complex scenarios. If you have great attention to detail and superior written communication skills, this role will you give the chance to fully develop your talents at an elevated level. This position is the perfect career development opportunity with satisfying personal challenges and benefits.

What you will be doing:

  • Resolve merchant/customer inquiries – handling customer and merchant complaints through offline channels, including email, social media, Jira, and Google.
    • Resolving customer complaints quickly and efficiently with great attention to detail
    • Resolving escalated matters through the assessment of customer accounts for financial adjustments.
    • Resolving escalated matters through the assessment of accounts for account restructuring.
    • Making credit limit decisions as per guidelines and within the delegated limit of authority through the review of customer’s credit file and account information.
  • Production work including:
    • Following up with customers and merchants to ensure that they are satisfied with the resolution of their complaint
  • Analyzing communications such as calls and emails with customers to provide comprehensive summaries of all interactions
  • Working with legal staff to investigate claims
  • Handling and resolving lower-level disputes such as refunds, returns, refinancing, adjustments, and waivers
  • Analyze business activities to identify key areas of business optimization
  • Additional duties as described by Management

What you should have:

  • Fluent in the English language
  • Fluent in the French language an asset
  • Strong attention to detail
  • Excellent verbal and written communication skills.
  • Highly developed interpersonal skills.
  • Exceptional ability to problem solve and diffuse difficult situations
  • Results oriented, highly motivated with ability to work independently and as a team in a fast-paced environment
  • Strong organizational and time management skills
  • Strong understanding of departmental work flow.
  • Analytical, detail-oriented and ability to multi-task
  • Flexible, reliable, conscientious and able to follow directions
  • Proficiency in MS Word, Excel, and Outlook are an asset

Flexiti embraces diversity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. All qualified applicants will receive consideration without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, disability, age, marital status, or family status. If you require disability-related accommodation during the application or interview process, simply let us know and we’ll work with you to ensure you have a positive experience.