Customer Care Representative

Summary

Join Equitable Bank, a Challenger Bank, and be part of a growing team that is innovating the banking experience. As a Customer Care Representative, you will directly interact with customers, understand their needs, troubleshoot issues, and deliver seamless customer service across all communication channels. You will collaborate with various teams, including Digital Operations, IT Operations, Global Security, and Marketing. This role requires 1-3 years of call center or customer service experience and a post-secondary degree or certification is desirable. Equitable Bank offers a competitive compensation and benefits package, including a discretionary bonus, RRSP matching, medical and dental benefits, and professional development opportunities.

Requirements

• 1-3 years of call center and/or customer service experience is required for the role
• 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 face paced environment
• Experience working with a high degree of autonomy and self-direction
• Ability to understand use different software (CRM, Microsoft Office Suite)

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

Benefits

• Competitive discretionary bonus
• Market leading RRSP match program
• Medical, dental, vision, life, and disability benefits
• Employee Share Purchase Plan
• Maternity/Parental top-up while you care for your little one
• Generous vacation policy and personal days
• Virtual events to connect with your fellow colleagues
• Annual professional development allowance and a comprehensive Career Development program