Logo for EQ Bank | Equitable Bank

Bilingual Customer Care Representative (ENG & FR)

EQ Bank | Equitable Bank

Role overview

Qualifications

  • 1-3 years of call center and/or customer service experience
  • 1+ years of banking or finance experience
  • Post-secondary degree or certification in related field of study is desirable
  • Ability to communicate in French and English

Responsibilities

  • Deliver exceptional customer service to EQ Bank’s prospective customers
  • Field large volumes of inbound calls and chats while meeting service standards
  • Own the digital-onboarding experience and resolve issues timely
  • Strive to resolve customer issues at first contact and escalate when necessary

Key facts

Hard skills

Transitional Bilingual Education Call Center Experience Banking Services Online Communication

Other skills

  • Customer Service
  • Problem Solving
  • Microsoft Office
  • Adaptability
  • Professionalism
  • Non-Verbal Communication

About the company

EQ Bank | Equitable Bank logo

EQ Bank | Equitable Bank

Banking

EQB Inc. (formerly Equitable Group Inc.) trades on the Toronto Stock Exchange (TSX: EQB and EQB.PR.C), directly serves over 515,000 Canadians through its wholly owned subsidiary Equitable Bank, Canada's Challenger Bank™, and serves over 200 Canadian credit unions that serve nearly 6 million of their members with products and services. Equitable Bank has grown to become Canada's 7th largest independent Schedule I bank with over a $105 billion in assets under management and assets under administration, and a clear mandate to drive real change in Canadian banking to enrich people's lives. At Equitable Bank, we are as invested in our employees as we are in our business. That’s why we are consistently recognized as one of Canada's Top Employers – a rating that comes from our 1,700 employees. Equitable Bank’s inclusive, welcoming, and pride-inducing workplace earned it the honour of being recognized as one of the top 50 organizations on the 2023 list of Canada’s Best Workplaces™. Founded over 50 years ago, Equitable Bank provides diversified personal and commercial banking, and through its EQ Bank platform (eqbank.ca), which has been named #1 Bank in Canada for three consecutive years on the Forbes World's Best Banks list for 2021, 2022, and 2023. Equitable Bank website: www.equitablebank.ca EQ Bank website: www.eqbank.ca

Company details

Company typeLarge
IndustryBanking
Company size1001 - 5000

Links

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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, and 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 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

    • Shifts :
  • Training Period: 5-6 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, 2PM-10PM 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 1-2 months
  • The incumbent should be prepared to work evening shift and also on weekends

    • Let's Talk About You !
  • 1-3 years of call center and/or customer service experience is required for this role with on phone experience preferred
  • One plus years of banking or finance experience is needed for this role
  • Post-secondary degree or certification in related field of study is desirable such as hospitality or finance
  • 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)
  • Ability to communicate in French and English is essential (truly bi-lingual both conversationally and in written channels like live chat)
    •

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    MR

    Marcus Rivera

    Chief Revenue Officer

    m.rivera@company.com
    linkedin.com/in/marcusrivera
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