Customer Care Representative

EQ Bank | Equitable Bank

Customer Care Representative providing customer service for banking solutions at Equitable Bank. Interacting with customers, resolving inquiries and delivering exceptional service across multiple channels.

Posted 4/20/2026full-timeRemote • 🇨🇦 CanadaJuniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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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