Bilingual Customer Care Representative

Summary

Join EQ Bank as a Bilingual Customer Care Representative and deliver exceptional customer service to prospective customers. You will handle inbound calls and chats, ensuring seamless onboarding and issue resolution. Collaborate with various teams, maintain adherence to regulations, and strive for continuous improvement in customer experience. This role requires 1-3 years of call center experience, bilingualism (French and English), and strong communication and problem-solving skills. Shifts are varied and include evenings and weekends.

Requirements

• 1-3 years of call center and/or customer service experience is required for this role
• Ability to communicate in French and English is essential (truly bi-lingual both conversationally and in written channels like live chat)

Responsibilities

• Deliver exceptional customer service to EQ Bank’s prospective 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 and ensure best-in-class service standards, while meeting EQ Bank’s response and resolution SLAs
• Own the digital-onboarding experience and help customers onboard successfully, resolve issues if any and communicate status to all stakeholders involved in a timely manner
• Strive to resolve customer issues and queries at first contact and escalate issues in accordance to EQ Bank’s complaints handling process
• Communicate effectively with customers and propagate EQ Bank’s core values of Respect, Agility, Integrity, Service and Empowerment to build lasting customer relationships
• Execute established controls to ensure adherence to regulatory requirements, Equitable and EQ Bank policies and Code of Conduct and Ethics
• Identify, recommend and participate in implementation of opportunities for continuous improvement relative to customer experience and product delivery

Preferred Qualifications

• Post-secondary degree or certification in related field of study is desirable such as hospitality or finance
• Previous banking experience is considered an asset
• Strong ability to adapt to change
• Demonstrated ability to own an issue and drive to resolution
• Demonstrated ability to have difficult conversations with customers while maintaining a professional and proactive manner – both written and oral
• Excellent verbal and written communication skills
• Excellent problem-solving skills and ability to work in a fast-paced environment
• Experience working with a high degree of autonomy and self-direction
• Ability to understand and use different software (CRM, Microsoft Office Suite)