Customer Resolution Agent

Who We Are
At Momentum Financial Services Group, we help people move forward by reimagining how money works for those who need it most. With more than 40 years of experience, we’re the team behind Money Mart-Canada’s largest non-bank branch network-and a leader in financial solutions for underserved communities.

From short-term loans to money transfers and prepaid cards, we power the products, technology, and operations that connect over a million customers each year to the money they need, when they need it.

At MFSG, we come together across teams and departments to create something bigger than ourselves: solutions that remove barriers and give people access to money they might not get anywhere else. Whether you're solving problems, building systems, or shaping strategy, your work fuels real support for real people.

We’ve Got You Covered

• Compensation Philosophy - Our strategy is simple: we aim to match the market by regularly reviewing industry standards to keep our total rewards competitive and fair

• Discretionary Annual Bonus - Opportunity for additional earnings based on individual and company performance

• Comprehensive Benefits - Health and dental coverage with premiums fully paid, plus an Employee Assistance Program for well-being and personal support

• Retirement Plans - Strong savings options to help you plan for the future

• Hybrid Work Environment - Flexibility to balance remote and office work in a collaborative, supportive setting

• Perks and Rewards - Tuition reimbursement, professional development opportunities, Perkopolis discounts, and recognition programs to celebrate your contributions

The Job: Customer Resolution Agent
The Customer Resolution Agent is a key role within our corporate office, responsible for managing and resolving the highest level of customer complaints across all lines of business at MFSG, including Money Mart, Centz, and The Check Cashing Store. This position is an internal growth opportunity, ideal for individuals with strong operational knowledge of MFSG’s products and processes who are ready to take on a corporate-level impact role.

What You’ll Do

• Handle escalated customer complaints from channels such as the BBB, regulatory bodies, and internal escalations, ensuring fair and timely resolution

• Investigate complaints thoroughly by reviewing transaction history, customer interactions, and applicable policies

• Collaborate with Operations, Compliance, Legal, and Customer Support to ensure proper handling and documentation of complaints

• Manage credit reporting disputes and inquiries by liaising with external credit bureaus to ensure accuracy of customer records

• Process escalated complaint tickets and coordinate with internal teams to address root causes and reduce repeat issues

• Monitor complaint trends, identify improvement opportunities, and recommend process enhancements to management

• Draft clear, professional written responses to customers, regulators, and internal stakeholders

• Ensure full compliance with policies, procedures, and regulatory requirements when handling escalations

• Participate in ongoing training to stay current with company policies, industry best practices, and regulatory changes

What You’ll Bring to the Table

• Strong knowledge of MFSG’s products, services, and day-to-day operations (preferred)

• Experience with regulatory agencies, credit bureaus, or CRM/ticketing systems is an asset

• Bilingual in English and French is a strong asset, though not required

• Organized, detail-oriented, and highly results-driven

• Ability to manage high-pressure situations with professionalism, empathy, and tact

• Exceptional problem-solving skills, balancing customer satisfaction with business needs

• Strong written and verbal communication skills, with proven experience drafting professional responses

• Genuine concern for customer complaints and dedication to resolving them effectively

• Proficiency in Microsoft Outlook and Word

Education + Experience

• High school diploma required

• Previous experience in customer service, financial services, or complaints resolution strongly preferred

If you’re ready to take the next step in your career and make a direct impact on both customer experience and business improvement, apply today.

#SJ