Bilingual, Customer Service Specialist (FR/ENG)

Equitable Bank; Calgary; Hybrid; CAD 40,000 - 55,000; Full time

Job summary

A leading financial institution in Calgary is seeking a Customer Service Representative to provide exceptional support in a dynamic mortgage environment. The ideal candidate will have at least 12 months of customer service experience, preferably in finance, along with a diploma in a related field. This hybrid role requires strong communication skills and the ability to foster positive relationships with customers and team members. Competitive benefits and professional development opportunities are offered.

Benefits

Competitive discretionary bonus

Market leading RRSP match program

Medical, dental, vision, life, and disability benefits

Employee Share Purchase Plan

Generous vacation policy

Annual professional development allowance

Qualifications

• Minimum 12 months of front line customer service experience in finance or mortgage industry.
• Exceptional interpersonal and communication skills – both written and oral.
• Professional and courteous telephone manner.

Responsibilities

• Provide excellent customer service through electronic correspondence.
• Support borrowers with their mortgage inquiries.
• Process updates to mortgage accounts as required.

Skills

Customer service experience

Knowledge of lending products

Strong communication skills

Active listening skills

Education

Post-secondary education (diploma)

Tools

MS Outlook

MS Word

MS Excel

Job description

The Work!

• Provide excellent customer service in an inbound customer service environment and through electronic correspondence with borrowers, solicitors, brokers and other stakeholders.
• Support the borrower through their mortgage inquiries by identifying customer needs and providing appropriate options and solutions.
• Provide accurate information regarding our products and services.
• Fulfill customer expectations in a way that also complies with policies and procedures, for various functional areas of the mortgage life cycle.
• Participate in activities designed to improve customer satisfaction and business performance.
• Process various updates to the mortgage account such as borrower contact information and requested account changes.
• Meet expectations in regard to outlined call quality, compliance, and customer service standards while interacting with customers.
• Recognize appropriate retention triggers for renewal and refinance opportunities.
• Maintain accurate system records of inquiries and transactions processed.

Let’s Talk About You!

• Demonstrated front line customer service experience (for a minimum of 12 months) in finance or mortgage industry
• Post‑secondary education (diploma)
• Knowledge of commercial and residential lending products, related legal terminology and provincial and federal legislations
• Must be self‑motivated with the ability to work with little or no supervision
• Ability to multi‑task by navigating various systems while communicating with customers
• Ability to easily build rapport and foster positive relationships with both customers and team members
• Exceptional interpersonal and communication skills – written and oral
• Strong active listening skills with the ability to engage with the customer
• Professional and courteous telephone manner
• Previous experience with Home Equity Line of Credit (HELOC) product
• Strong mathematical and analytical skills
• Computer literate (MS Outlook, MS Word, MS Excel)
• Ability to ensure customer issues are handled appropriately, and escalating issues when necessary

What we offer [For full‑time permanent roles]

• 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
• Annual professional development allowance and a comprehensive Career Development program
• A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

The incumbent will be working hybrid and in office time will be spent working from Equitable Bank’s additional office space located at 2200‑25 Ontario Street, Toronto, ON.