Bilingual Customer Care Representative – ENG, FR

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EQ Bank | Equitable Bank

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1970

🏦 Banking

💸 Finance

💳 Fintech

Banking • Finance • Fintech

EQ Bank | Equitable Bank is a Canadian financial institution that provides a wide range of banking products and services. They offer residential mortgage products, commercial lending, insurance lending, and reverse mortgages. In addition to lending, the bank provides savings and investment solutions such as high-interest savings accounts (HISAs) and Guaranteed Investment Certificates (GICs). Equitable Bank is a member of the Canada Deposit Insurance Corporation (CDIC), ensuring protection for customer deposits. The bank is committed to financial literacy and support for diverse communities in Canada.

📋 Description

• 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

🎯 Requirements

• 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)