Job Description

GENERAL FUNCTION

The CA Agent is responsible to provide a high level of customer service support for retail stores in North America.  Agents primarily provide assistance related to the check cashing product, however support other products as well.

DUTIES/RESPONSIBILITIES

• Provide a high level of Customer Service
• Provide exceptional customer service via a friendly demeanor, genuine willingness to provide assistance and solve customer issues and clear, concise communication.
• Acquire and maintain knowledge of relevant products and current support policies in order to provide technically accurate solutions to users.
• Participate in training workshops as required.
• Meet standards in all key performance indicators and metrics as directed by management.
• Check Approvals
• Review large, out of guideline, over limit or in clearing checks
• Customer/Employee Calls
• Answer and attempt to resolve calls.
• Support store personnel and provide customer service on collection matters when collectors are not available.
• Commercial Accounts
• Approve all new commercial business accounts 
• Negotiate rate structure for all commercial business customers.  
• Maintain all records for all commercial business customers.
• Extensive understanding of all company policies and procedures
• Interface directly with store staff via telephone, chat and e-mail
• Additional tasks as assigned

Qualifications

EXPERIENCE

• Minimum of 2+ years in store experience

SKILLS

• Demonstrated exceptional customer service
• Thrive in a fast-paced team environment
• Be confident, assertive, well-organized and detail-oriented
• Prior experience in Microsoft word, Excel and Outlook
• Technical proficiency in relevant operating systems, applications, and/or languages is required.
• Ability to work within flexible shifts scheduled to operate "retail business" hours of operations
• Excellent communication skills, strong problem solving and technical writing skills.

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Job Description

GENERAL JOB DESCRIPTION

The Instructional Designer will utilize instructional design theories, practices, and methods to create engaging course content and activities that enhance knowledge acquisition and skills development. To do this effectively, the incumbent must learn business content and systems applications quickly, then set course and learning objectives, and design courses that take advantage of a blended instructional methodology. The work also requires an understanding of our company’s mission and values, allowing the Instructional Designer to align training that helps employees meet business drivers and goals.

DUTIES/RESPONSIBILITIES

Instructional Design Duties/Responsibilities:

• Partners and maintains strong interaction with subject matter experts and other team members to create, review, and revise materials, valuing others’ input, expertise, and diversity.
• Develops interactive, engaging training experiences by applying the principles of adult learning, including:
  • Addressing learners' past experiences and expertise
  • Building content sequentially
  • Using experiential and interactive training techniques
  • Helping learners apply training content to their jobs
  • Creating contextualized practice and assessment opportunities
• Identifies opportunities and activities to promote knowledge transfer before, during, and after formal training experiences.
• Ensures training content is accurate and supports identified competency requirements.
• Develops and publishes all collateral training documents, utilizing plain language writing techniques.
• Tests courses with appropriate audience.
• Other tasks as deemed necessary by the L&D Senior Manager to support the needs of the business.

LMS Administration Duties/Responsibilities:

• Assist with the maintenance of the content and structure for the LMS offerings
• System Reporting – Creating, sharing, and updating as necessary
• Understand the impact of all future LMS vendor releases and patches
• Troubleshoot employee issues and provide solution.

Qualifications

EDUCATION/EXPERIENCE

• Three to four years of progressive experience in learning and development, preferably in a retail setting
• Experience using the basic principles of adult education in developing and designing e-learning course content
• A degree in instructional design, education, or a related field
• Demonstrated ability to manage relationships throughout the organization, coordinating time and resources according to shifting priorities

REQUIRED SKILLS/ABILITIES

• Applied understanding of the principles of pedagogy and instructional design
• Demonstrated ability to create courses for a blended training program
• Proven ability to manage multiple projects concurrently
• Proficient with Microsoft Office Suite, Learning Management Systems (Cornerstone a plus but not required), Articulate 360 (Storyline, Rise), Canva
• Ability to survive and thrive in a fast-paced working environment
• Excellent verbal and written communication skills
• Excellent attention to detail

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Job Description

Job Description:

As a Junior Credit Risk AI/ML Scientist you will play a huge role not only with building models across our lending portfolio but also be involved in deploying and monitoring of the models in production.

What you will do:

• Responsible for developing and implementing our credit underwriting models (30%)
• Use machine learning (ML) to build credit underwriting models leveraging alternate and traditional data sets (30%)
• Use ML to segment our customers based on behavior and propensity to engage with our various lending products (10%)
• Recommend optimal segmentation strategy to build different models for different consumer segments (10%)
• Work on a modern AI/ML platform (5%)
• Use every dataset at disposal to build a feature store for AI/ML models as well as a customer 360 profile (5%)
• Set up testing infrastructure to test different underwriting and credit strategies for different lending products (5%)
• Conceive, design & monitor risk management strategies to improve business profitability in the areas of underwriting, credit line management, universe expansion and alternative data evaluation for lending. (5%)

Qualifications

Skills and Experience:

• 2+ years consumer credit risk experience including building credit scorecards/scoring systems.
• Hands on experience building credit underwriting models and feature engineering.
• Familiarity with bureau data and alternate data is a strong requirement.
• Strong development experience with Python is a must along with ML libraries (pandas, NumPy, scikit learn, TensorFlow)
• Familiarity with H2O, Azure ML and Amazon Services is a plus but not required.
• Strong Experience in SQL 
• Ability to thrive in a fast paced, team-oriented environment.
• Master’s degree or PhD. in a quantitative field such as Mathematics, Statistics, Computer Science, Operations Research, Engineering

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Job Description

Job Description:

As a Senior Credit Risk AI/ML Scientist you will play a huge role not only with building models across our lending portfolio but also be involved in deploying and monitoring of the models in production.

What you will do:

• Responsible for developing and implementing our credit underwriting models (30%)
• Use machine learning (ML) to build credit underwriting models leveraging alternate and traditional data sets (30%)
• Use ML to segment our customers based on behavior and propensity to engage with our various lending products (10%)
• Recommend optimal segmentation strategy to build different models for different consumer segments (10%)
• Work on a modern AI/ML platform (5%)
• Use every dataset at disposal to build a feature store for AI/ML models as well as a customer 360 profile (5%)
• Set up testing infrastructure to test different underwriting and credit strategies for different lending products (5%)
• Conceive, design & monitor risk management strategies to improve business profitability in the areas of underwriting, credit line management, universe expansion and alternative data evaluation for lending. (5%)

Qualifications

Skills and Experience:

• 5+ years consumer credit risk experience including building credit scorecards/scoring systems.
• Hands on experience building credit underwriting models and feature engineering.
• Familiarity with bureau data and alternate data is a strong requirement.
• Strong development experience with Python is a must along with ML libraries (pandas, NumPy, scikit learn, TensorFlow)
• Familiarity with H2O, Azure ML and Amazon Services is a plus but not required.
• Strong Experience in SQL 
• Ability to thrive in a fast paced, team-oriented environment.
• Master’s degree or PhD. in a quantitative field such as Mathematics, Statistics, Computer Science, Operations Research, Engineering

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Job Description

GENERAL FUNCTION

The QA Analyst plays a crucial role in ensuring exceptional customer service by supporting adherence to established policies, procedures, call, text, and email compliance, as well as federal and provincial regulations within collection practices. Conducting consistent and objective analysis, the analyst enhances the quality of collection communication for the entire team. Accountable to all staff and management ensuring that all staff is adhering to call/text/email control and call/text/email quality expectations by providing timely feedback to supervisors and managers. Collaborating closely with collections supervisors, managers, and identifying trends and opportunities within customer service and collection negotiations, the QA Analyst actively contributes to the continuous refinement of processes.

RESPONSIBILITIES

• Conducting daily monitoring of collection calls, texts, and emails, delivering well-documented feedback to both supervisors and managers.
• Generating reports and feedback tailored for management use
• Providing constructive feedback to supervisors and management, addressing observed trends from monitoring observations
• Identifying trends and training opportunities, making insightful recommendations for impactful changes.
• Fulfilling other assigned duties with dedication and efficiency, ensuring a comprehensive approach to supporting the team's overall objectives.

Qualifications

EDUCATION

• High School diploma/GED, Post-secondary education considered an asset

EXPERIENCE

• 1-2 years of customer service experience preferred, collection experience is an additional plus

SKILLS

• Intermediate-level proficiency in MS Office, focusing on Word and Excel
• Knowledge of provincial collections laws in Canada
• Ability to provide constructive and factual feedback, both written and verbal
• Excellent verbal and written communication skills
• Proactive mindset with a strong work ethic
• Ability to work with minimal supervision in a fast-paced, team-oriented environment

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Job Description

GENERAL FUNCTION

The Collections Team Supervisor is responsible for leading, motivating and developing agents in a collection’s environment. This involves focused coaching, call monitoring, and constructive feedback for continuous improvement. As a member of our team, you will be responsible for supporting, promoting and communicating business changes, ensuring compliance with company standards and laws. Ideal candidates will excel in analyzing and evaluating team staffing needs for maximum coverage during prime contact times, maintaining effective workloads for all agents. Must be able to create a team atmosphere and encourage a fun and friendly work environment. The MFSG collections center operates 7 days a week. Collectors will work a rotating 5 shifts per week. Weekend availability is a requirement for the role.

RESPONSIBILITIES

• Leading, motivating, and developing agents in a customer service environment.
• Providing and documenting interactive coaching, monitoring calls, and providing constructive feedback to agents.
• Handling escalated customer calls with a proactive and solution-oriented approach.
• Collaborating with the Collections manager and fellow Supervisors to strategically optimize team scheduling, ensuring seamless telephone coverage, and approving requests for time off and schedule change
• Conducting frequent telephone monitoring and dialer coaching sessions.
• Ensuring adherence to all legislative requirements
• Documenting all collections activity in a concise and accurate format.
• Reviewing delinquent accounts, taking timely, strategic actions to minimize collection risk and maximize overall collections
• Evaluating high risk accounts to implement recommendations for resolution.

Qualifications

EDUCATION

• High School diploma/GED
• General windows-based computer knowledge

EXPERIENCE

• 2-3 years previous team lead/management experience within a collections/contact center environment.
• Experience working with call center technology including but not limited to dialer technology, telephone monitoring software and Microsoft office products.

SKILLS

• Demonstrated ability to organize and lead a team of 10-15 agents who meet/exceed goals in a fast paced and changing atmosphere.
• Ability to motivate agents in a positive and productive manner.
• Must be self-motivated, demonstrate great organizational skills, and work independently and in a team environment with little or no supervision.
• The highest level of professionalism with employees companywide is expected.
• Basic knowledge of Microsoft Office Suite 2007 or later, especially Excel, Word, and PowerPoint.

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Job Description

General Function:

The primary function of the Enterprise Cloud Infrastructure Architect is to provide business, data, application and technology consulting and leadership for the Enterprise IT CLOUD portfolio.  

Responsibilities:

• Architecture and design level responsibility for the cloud infrastructure architecture for global information technology projects.
• Member of the core architecture team
• Works closely with Application Development to ensure Infrastructure and Operational requirements are understood and addressed
• Ensures alignment with non-functional requirements on development projects
• Leads design of DFG infrastructure providing the “right size” solution for business projects
• Promotes the use of common services and shared information resources
• Responsible for ensuring that all projects are aligned with the approved Enterprise Architecture principles and standards.
• Lead executive committee meeting with customer stakeholders to monitor delivery progress and customer support experience, promoting a proactive agenda.
• Conducts formal design reviews of DFG infrastructure
• Participates with IT Operations and DFG stakeholders to evaluate and measure production readiness
• Coordinates vendors during infrastructure technology selections
• Assist in the development and design of processes and procedures for Disaster Recovery in conjunction with IT Operations
• Works with and provides leadership and technical guidance to system administrators and network engineers.
• Design and implement new capabilities that address gaps and provide an integrated end-to-end scalable enterprise-class service
• Design, implement, manage and maintain a stable, responsive, highly available cloud infrastructure targeting a 99%+ uptime.
• Validate infrastructure viability and alignment with original architecture / design / operation process through oversight on project implementation.
• Defines infrastructure architecture principles and policies setting the direction for how infrastructure is deployed across the enterprise.
• Other duties as requested. 

Qualifications

Education: 

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 8+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting
• OR Master's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 8+ years experience in Cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting
• OR equivalent experience.

Experience/Skills:

• 8+ years of expertise in technical architecture specializing in Cloud technology, Automaton, Documentation and Virtualization
• Practical knowledge and experience of a broad range of infrastructure technologies and Internet facing environments.
• 8+ years of experience in the design of complex, distributed systems with 24/7 operational requirements
• Demonstrated ability to design infrastructure to achieve high levels of availability
• Expertise in storage technologies, configuration and management
• Experience in Enterprise-level software package integration and deployment
• Experience with performance management technologies
• Knowledge and implementation experience with service management concepts and practices such as ITIL and Microsoft’s Operations Framework (MOF)
• Provide detailed reviews of service disruptions, metrics, and risk management.
• Expert understanding of software development and infrastructure project lifecycles
• Ability to define and maintain architecture principles driving the direction for infrastructure investment and deployments
• Ability to translate business requirements into technical architectures & operation methodologies.
• Proven experience with defining and evaluating solutions, vendors, and technologies related to IT infrastructure.

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Job Description

DUTIES/RESPONSIBILITIES

• Serve as a technical lead for development and implementation of technical designs to support enablement of the digital strategy
• Writes, tests and debugs application programs  
• Recommend engineering best practices, including use of design patterns, code reviews
• Collaborate, communicate with different teams, and triage technical issues across teams
• Ability to author design and architecture documents with input from other technical resources.
• Collaborate with product and project managers as well as business to define product features, architectural deliverables and project estimates
• Provides technical oversight and guidance to outsourced platform and partner IT resources
• Engagement in every stage of the project lifecycle – planning, requirements clarifications, design, develop, test support/bug fix and support the application
• Participate in cross-functional projects that span multiple business units across the enterprise - driving innovation, new product functionality, and overall product maturity.
• Plan, supervise, and participate in technical activities for multiple projects
• Coordinate with other technical managers, leads and architects to identify and monitor cross-site impacts and dependencies.
• Coordinate meetings or initiate working sessions to resolve project issues and roadblocks

Qualifications

EDUCATION

• Bachelor’s degree in Computer Science or related field

EXPERIENCE

• 8+ years of experience with Microsoft .Net full stack development tools
• 4+ years of building enterprise software, particularly web-based and customer-facing applications
• Understands and experience in implementing solutions on a multi-tier architecture environment
• Experience in building large scale retail B2C web applications
• Experience with Application Architecture Modeling and Design Skills
• Comprehensive SDLC experience including Agile implementation principles and practice
• Experience with Azure cloud development (PaaS) is a plus
• Production environment deployment and maintenance
• Performance tuning and optimization for scalability and high availability
• Good debugging, troubleshooting and analytical skills
• Strong interpersonal skills; ability to build relationships with and influence other functional areas
• Detail and big picture orientation
• Operates independently with minimal guidance by management
• Knowledge of financial services is a plus
• Ability to manage numerous concurrent projects

SKILLS

• Proficient in Microsoft Development tools and platforms like Visual Studio 2015 and up, .Net Framework 4.0 and up,  C#, TFS / Git / Azure DevOps and SQL Server
• Proficient in Database design and programming using T-SQL including ORM tools like Entity Framework
• Experience in designing and developing responsive web sites using MVC, HTML5, React.js, Angular.js
• Deep understanding of SOA and RESTful API design principles.
• Knowledge of web/integration services, including WCF, RESTful, SOAP and WSDL.
• Knowledge of native and/or hybrid mobile app development
• Understanding of automated builds using TFS, DevOps process, CI/CD and Cloud hosting.
• Experience with Azure DevOps (VSTS) and Git is a plus.

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Job Description

The Collections Support Administrator provides support by responding to internal and external collections-related requests. The main goal of a Collections Support Administrator is to quickly and accurately resolve all customer issues.  This role requires high level knowledge of collection policies and the ability to make accurate decisions based on available information. 

RESPONSIBILITIES

• Consistently delivering an elevated standard of customer service in a prompt and timely manner
• Keeping current on email communications and workflows, making necessary updates to customers' accounts.
• Responding to inquiries from stores, collections teams, and customers alike.
• Proficiently navigating multiple systems to gather pertinent information related to customers' accounts.
• Using various software’s and programs to complete admin tasks related to collections process
• Applying accurate result codes when making adjustments and documenting account activities.
• Demonstrating adept multitasking, effective prioritization, and organizational skills
• Knowledgeable in collections procedures, policies, and industry best practices.

Qualifications

EDUCATION

• High School diploma/GED

EXPERIENCE

• Experience working with call center technology, telephone monitoring software and Microsoft office products.
• Previous collections experience helpful

SKILLS

• Ability to multitask
• Ability to meet tight deadlines
• Excellent interpersonal and communication skills
• Customer service oriented

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