Borrowell is hiring a
Bilingual Member Experience Specialist

Summary

Join a growing company that is helping make financial stability possible for everybody and have a major impact on our mission to help people feel confident about money.

Requirements

• Bilingual in French and English is required
• 1+ years of working with Zendesk (or a similar customer relationship management tool)
• 1+ year of customer service experience (in a financial services environment preferred)
• Excellent writing and editing skills
• Proven ability to deal with ambiguity in a rapidly changing business environment
• Strong organizational and prioritization skills

Responsibilities

• Listening to our members and addressing their questions about our financial products and services by handling outbound calls, emails, and voicemails in a timely and professional manner
• Identify, create and maintain agent template responses to improve messaging consistency and agent productivity
• Monitor the performance of automation, triggers, macros, articles, and workflows within our support and operation tools and identify pain points and efficiency opportunities to improve the agent work experience
• Create, translate and maintain member educational resources for new products, functionalities, and feature launches
• Support the launch and future upkeep of other channels as well as ad hoc projects supporting the Team Lead
• Stay up to date with industry trends, new functionality, and best practices for support and operation environments and other technology channels

Benefits

• Comprehensive Health Benefits. - medical, dental, vision, and paramedical health benefits for you and your family, with extra yearly coverage for psychotherapists and massage therapists
• Additional Health Benefits. - virtual benefit offering that allows you to connect 24/7 with nurses, doctors and mental health professionals
• Maternity & Parental Leave Top-up. - available to new parents
• Wellness & Transit Benefit. - $600 annually to spend on whatever brings you joy
• WFH Reimbursement. - we ship you gear like a laptop, mouse, keyboard, and you can reimburse additional items to make your workplace better for you
• Employee Development Benefit. - annual reimbursements on payments to help your learning
• Givewell Benefit. - 1 paid volunteer day a year to give back to the community