Bilingual Member Experience Specialist

Borrowell; Toronto; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

A leading financial services company based in Toronto is seeking a Bilingual Member Experience Specialist. This role involves creating resources, enhancing member interactions, and supporting technology channels to improve user experience. Candidates must be bilingual in French and English, possess strong writing skills, and have a background in customer service, particularly with tools like Zendesk. This role offers comprehensive health benefits and flexible working conditions.

Benefits

Comprehensive Health Benefits

WFH Reimbursement

Flexibility in working hours and vacation

Qualifications

• 2+ years of experience working with Zendesk or a similar CRM tool.
• 1+ year of customer service experience, preferably in a financial services environment.
• Ability to handle ambiguity in a rapidly changing environment.

Responsibilities

• Create and maintain member educational resources for new products.
• Monitor performance of automation tools and identify efficiency opportunities.
• Handle member inquiries through calls and emails professionally.

Skills

Bilingual in French and English

Excellent writing and editing skills

Organizational and prioritization skills

Tools

Zendesk

Job description

At Borrowell, we’re on a mission to help Canadians feel confident about their money. We empower individuals to take control of their financial futures by providing the tools and insights needed to understand, build, and use their credit effectively.

1 in 10 Canadians use Borrowell for comprehensive credit monitoring and personalized insights. Our innovative services, including Credit Builder and rent reporting, help consumers build credit so they can unlock access to a wider range of financial products at more competitive rates. Additionally, we offer personalized financial product recommendations from Canada’s most trusted providers based on each member’s credit profile and financial goals.

Our team is diverse, inclusive, and driven by a shared passion for making a meaningful difference in the lives of Canadians. We pride ourselves on fostering a culture of collaboration, humility, and innovation. If you’re looking to join a company that’s transforming the financial landscape and empowering Canadians to achieve their financial aspirations, we invite you to explore career opportunities at Borrowell. Together, we can help Canadians feel confident about money.

About the role

Borrowell is looking for a self‑motivated and driven Bilingual Member Experience Specialist passionate about product efficiencies, process improvement, and member experience. Reporting to the Team Lead‑ Member Experience, this role will support the ongoing management of our support and operations tools. You will create member resources and agent responses for new products, functionalities, and feature launches. Other key focus areas include optimizing our member and agent interaction with our technology stack and helping the member experience team leverage the appropriate technology channels and processes to delight our members.

Responsibilities

• 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

• 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

The Opportunity

Join and have a major impact at a growing company that is helping make financial stability possible for everybody.

Benefits

• 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

We are remote‑first across Canada with an office in Toronto. This role requires you to attend in‑person meetings and team‑building events.

At Borrowell, one of our core values and firm beliefs is that diversity makes us better. If you’re unsure about your qualifications for this position, we’d still encourage you to apply. We’re looking for candidates who have experience, but know that not everyone’s had a chance to demonstrate what they can do. What’s most important is that you have a growth mindset and care about helping people with their finances – an area in their lives that causes a lot of stress.

Please note that due to the sensitive nature of the work we do, clearing a credit and criminal record check is a condition of employment.

By submitting your application you consent to Borrowell’s use and processing of your personal information in connection with your job application at Borrowell and its recruitment processes.

Borrowell encourages applications from candidates with differing abilities. Please let us know if you require accommodation at any stage in the selection process.