EQ Bank | Equitable Bank

Customer Care Representative

EQ Bank | Equitable Bank

full-time

Posted on:

Location Type: Remote

Location: Canada

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Job Level

Junior

About the role

  • 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 with 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 the role (on phone preferred).
  • Post-secondary 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 problem-solving skills and ability to work in a fast-paced environment.
  • Experience working with a high degree of autonomy and self-direction.
  • Ability to understand and use different software (CRM, Microsoft Office Suite)
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
  • Professional development and comprehensive Career Development program
  • A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicecall center experienceproblem-solvingdigital onboardingregulatory compliancecomplaints handlingcontinuous improvement
Soft Skills
communicationadaptabilityissue ownershipprofessionalismproactivityrelationship buildingself-direction
Certifications
post-secondary degreecertification in hospitalitycertification in finance