Customer Care Representative

EQ Bank | Equitable Bank; Calgary; On-site; CAD 40,000 - 55,000; Full time

Job summary

EQ Bank is seeking a Customer Care Representative to deliver exceptional service and support to customers. You will engage directly with customers, addressing inquiries and resolving issues to enhance their banking experience. If you're passionate about innovation in the banking sector and enjoy a collaborative environment, this role is perfect for you!

Benefits

Competitive discretionary bonus

Market leading RRSP match program

Medical, dental, vision, life, and disability benefits

Employee Share Purchase Plan

Generous vacation policy and personal days

Qualifications

• 1-3 years of call center and/or customer service experience required.
• Strong ability to adapt to change.
• Excellent verbal and written communication skills.

Responsibilities

• Deliver exceptional customer service and troubleshoot customer issues.
• Handle large volumes of inbound calls and chats.
• Own the digital onboarding experience for customers.

Skills

Problem-solving

Communication

Adaptability

Education

Post-secondary degree or certification in related field

Tools

CRM software

Microsoft Office Suite

Job description

Join a Challenger

Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong with us. You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.

We are a big (and growing!) family. Overall we serve more than 670,000 people acrossCanadathrough Equitable Bank,Canada'sChallenger Bank, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions acrossCanadathat serve more than six million members. Together we have over$125 billionin combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our customers have named our EQ Bank digital platform (eqbank.ca) one of the top banks in Canada on the Forbes World's Best Banks list since 2021.

The Work:

Reporting to the Manager, Customer Contact Centre, the Customer Care Representative will interact directly with customers, understand their needs, troubleshoot issues, answer product and banking inquiries, resolve issues, perform proactive account maintenance all while delivering a seamless customer experience across all channels of communication. An integral member of the Digital Banking team, this individual will collaborate daily with Digital Operations, IT Operations, Global Security & Marketing teams.

The Work !

• 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 to 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

Let's Talk About You!

• 1-3 years of call center and/or customer service experience is required for the role
• 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 face paced environment
• Experience working with a high degree of autonomy and self-direction
• Ability to understand use different software (CRM, Microsoft Office Suite)

The Shifts:

• Training Period: 6 weeks: 9:00 AM to 5:00 PM
• After the initial training period, the 4 main shifts are: 8 AM to 4 : 30 PM, 12 PM to 8 PM, 2PM-10 PM and 4- 12 AM with a range of staggered start times in between
• Shifts will be assigned as per business needs but will be shared several weeks in advance and set for 1-2 months
• The incumbent should be prepared to work evening shift and also on weekends

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

Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well.

We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond.All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.

We can’t wait to get to know you!