Bilingual Member Experience Specialist

4 hours ago

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Borrowell

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Fintech • Education • B2C

Borrowell is a Canadian company that specializes in credit education and financial products. It was the first to offer free credit scores in Canada and is trusted by over 3 million members. Borrowell provides free weekly credit score and report monitoring, utilizing AI-powered tools to offer personalized financial tips and product recommendations. The company partners with over 50 financial institutions to recommend financial products like loans, credit cards, and mortgages based on a user's credit profile. Borrowell emphasizes security with 256-bit encryption and aims to help Canadians improve their financial well-being through educational resources and innovative services such as Rent Advantage, which allows renters to add past rent payments to their credit reports.

51 - 200 employees

Founded 2014

💳 Fintech

📚 Education

👥 B2C

💰 Series C on 2021-02

📋 Description

• - Create, translate and maintain member educational resources for new products, functionalities, and feature launches • - Identify, create and maintain agent template responses to improve messaging consistency and agent productivity • - 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 • - 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 • - 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

🎯 Requirements

• - Bilingual in French and English is required • - 2+ 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 • **Nice to Haves:** • - Experience working in a fast paced, high output scale-up environment • - Experience supporting customers with loan or similar credit products

🏖️ Benefits

• - **The Opportunity** - join and have a major impact at a growing company that is helping make financial stability possible for everybody • - **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 • - **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 • - **Flexibility** - flexible working hours and a flexible vacation policy