Offer summary

Qualifications:

1-3 years of call center or customer service experience., Post-secondary degree or certification in hospitality, finance, or related field., Ability to communicate fluently in French and English, both spoken and written., Strong problem-solving skills and adaptability to change..

Key responsibilities:

Provide exceptional customer service through calls and chats.

Assist customers with onboarding, inquiries, and issue resolution.

Collaborate with internal teams to improve customer experience.

Ensure compliance with regulatory and company policies.

Job description

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 all while delivering a seamless customer experience across all channels of communication. An integral member of the Digital Banking team, this individual will collaborate daily with Digital Operations, IT Operations, Global Security & Marketing teams.

The Work !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 bestinclass service standards, while meeting EQ Bank’s response and resolution SLAs
Own the digitalonboarding 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

Shifts :
Training Period: 6 weeks: 9:00 AM to 5 :00 PM
After the initial training period, the 4 main shifts are: 8 AM to 4 PM, 12 PM to 8 PM, 2PM10PM and 4 midnight with a range of staggered start times in between
Shifts will be assigned as per business needs but will be shared several weeks in advance and set for 12 months
The incumbent should be prepared to work evening shift and also on weekends

Lets Talk About You !
13 years of call center andor customer service experience is required for this role
Postsecondary 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 problemsolving skills and ability to work in a fastpaced environment
Experience working with a high degree of autonomy and selfdirection
Ability to understand and use different software (CRM, Microsoft Office Suite)
Ability to communicate in French and English is essential (truly bilingual both conversationally and in written channels like live chat)