Nicole Fehr

• Educated clients on various lending products available, helping them make informed decisions that best suited their financial goals.
• Collaborated with underwriting team to ensure adherence to lending guidelines while maintaining client confidentiality throughout the process.
• Developed strong relationships with clients, fostering trust and loyalty to maintain a high retention rate of satisfied customers.
• Resolved customer complaints promptly and professionally, resulting in increased satisfaction rates among borrowers.
• Implemented risk mitigation strategies during loan evaluation processes, safeguarding the institution''s interests and minimizing potential losses.
• Improved customer satisfaction by delivering personalized loan consultation services tailored to individual financial needs.
• Attended regular training sessions for junior staff members, imparting valuable industry insight and improving overall team efficiency.
• Maximized revenue generation by identifying opportunities for upselling or cross-selling additional financial products during client interactions.
• Proactively monitored and addressed potential issues to maintain profitability and minimize delinquency rates.
• Maintained up-to-date knowledge of industry regulations and compliance standards, ensuring accurate and legally compliant lending practices.
• Streamlined the lending process for clients, guiding them through document preparation and submission requirements.
• Processed loan applications and monitored progress from start to finish.
• Developed and maintained relationships with customers.
• Identified opportunities to cross-sell and upsell loan products to customers.
• Proactively identified solutions for customers experiencing credit issues.
• Regularly attended training sessions and courses to stay up to date with updated policies and procedures to further expand my career and maintain excellent customer service.

From the the start of my career at Fairstone until May 2022, I worked in branch at the Fort St John location. I was offered the opportunity to work remotely from home for our centralized lending team under Quebec servicing client's all across Canada. In July of 2023 it was decided the centralized lending team would be discontinued resulting in being laid off, as is the reason for my departure from Fairstone.

• Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
• Maintained friendly and professional customer interactions.
• Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
• Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
• Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
• Complied with regulatory guidelines and requirements.

• Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
• Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
• Responded to customer requests for products, services, and company information.
• Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
• Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
• Updated account information to maintain customer records.
• Met customer call guidelines for service levels, handle time and productivity.
• Responded proactively and positively to rapid change.
• Investigated and resolved customer inquiries and complaints quickly.
• Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
• Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.

• Greeted customers entering store and responded promptly to customer needs.
• Worked flexible schedule to meet business needs.
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
• Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
• Restocked and organized merchandise in front lanes.
• Stocked, tagged and displayed merchandise as required.
• Contributed to store success by maintaining high standards of cleanliness throughout the facility.