Bilingual Customer Care Representative

About this role

Joignez-vous à la Banque Qui Défie
Être une banque traditionnelle n’est tout simplement pas notre genre. Alors nous relevons le défi de faire preuve de créativité en offrant des solutions bancaires novatrices aux Canadiens.
Comment? Avec une équipe talentueuse de challengers curieux qui savent s’adapter et remettre en question le statu quo. Si redéfinir l’avenir des services bancaires vous tient à cœur et que vous souhaitez le faire en ayant du plaisir, cette occasion pourrait être idéale pour vous.
Notre entreprise continue de croître : nous servons aujourd’hui plus de 800 000 personnes au Canada par l’entremise de la Banque Équitable, La Banque Qui Défie du Canada, et nous existons depuis plus de 50 ans. La filiale en propriété exclusive de la Banque Équitable, la Banque Concentra, appuie les coopératives de crédit du Canada qui servent plus de six millions de membres. Ensemble, nous avons plus de 142 milliards de dollars d’actifs sous gestion et administration combinés, avec la mission claire de stimuler l’évolution des services bancaires canadiens pour enrichir la vie des gens. Notre plateforme numérique Banque EQ () remporte la faveur de nos clients, à qui nous devons notre place parmi les meilleures banques du Canada sur la liste des meilleures banques au monde de Forbes depuis 2021.
Join a Challenger
Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong with us. You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.
We are a big (and growing!) family. Overall we serve more than 800,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members. Together we have over $142 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our customers have named our EQ Bank digital platform () one of the top banks in Canada on the Forbes World's Best Banks list since 2021.

Reporting to the Manager, Customer Contact Centre, the Bilingual Customer Care Representative will interact directly with customers, understand their needs, troubleshoot issues, answer product and banking inquiries, resolve issues, perform proactive account maintenance, and deliver a seamless customer experience across multiple communication channels.

An integral member of the Digital Banking team, this individual will collaborate daily with Digital Operations, IT Operations, Global Security, and Marketing teams.

This role is an excellent entry point into the banking industry and offers opportunities for career growth across areas such as Operations, Lending, Fraud, Quality Assurance, and Leadership.

The work !

• Deliver exceptional customer service to EQ Bank's prospective and existing customers by identifying their banking needs and providing accurate information and guidance on EQ Bank's suite of products and offerings.

• Field large volumes of inbound calls and chats while maintaining best-in-class service standards and meeting response and resolution SLAs.

• Own the digital onboarding experience and support customers through successful account setup and issue resolution.

• Strive to resolve customer inquiries at first contact and escalate issues in accordance with EQ Bank's complaint handling process.

• Communicate effectively with customers and represent EQ Bank's core values of Respect, Agility, Integrity, Service, and Empowerment.

• Execute established controls to ensure adherence to regulatory requirements, company policies, and Code of Conduct & Ethics.

• Identify and recommend opportunities for continuous improvement related to customer experience and product delivery.

• Participate in ongoing training and professional development opportunities to expand product knowledge and career development within the organization.

Shifts and training

Shifts & Training

• Training Period

• 6 weeks of mandatory training.

• Monday to Friday.

• 9:00 a.m. to 5:30 p.m. EST.

Training is delivered entirely in English. Candidates should be comfortable learning new systems, policies, and procedures in English.

• Post-Training Schedule

Main shifts include:

• 8:00 a.m. to 4:00 p.m.

• 12:00 p.m. to 8:00 p.m.

• 2:00 p.m. to 10:00 p.m.

• 4:00 p.m. to 12:00 a.m.

Additional staggered shifts may be assigned based on business requirements.

• Schedules are provided approximately two weeks in advance and are generally set for one to two months.

• Evening and weekend availability is required.

Candidates should be available to work scheduled shifts between 8:00 a.m. and 12:00 a.m. EST, including weekends.

Please note that shift assignments are determined based on business needs and schedule accommodations may be limited.

Benefits of Joining the Team

• 100% remote work.

• $2,500 annual educational reimbursement allowance.

• Growth and internal mobility opportunities.

• Full medical and dental coverage after 3 months.

• Annual bonus program tied to company and individual performance.

Many team members progress into specialized banking functions and leadership opportunities after gaining foundational experience within Customer Care.

Work for one of Canada's leading digital banks in a collaborative, customer-focused environment.

Knowledge / Skill Requirements

Experience

• 1-3 years of customer service experience in banking, financial services, contact centres, telecommunications,…