Customer Engagement Representative

Embark Student Corp.; Toronto; On-site; CAD 26,000 - 37,000; Full time

Job summary

Embark Student Corp. is seeking a Customer Engagement Representative to strengthen relationships with existing customers through personalized support and proactive outreach.

You will guide plan reviews, growth opportunities, and government grant maximization to enhance customer value and loyalty. We have one fixed-term contract position reporting to Wioletta Falcone within the Customer Engagement department.

Qualifications

• Postsecondary education in business, finance, or related field or equivalent experience.
• 2–4 years in customer service, engagement, or sales, preferably in financial services.
• Experience with investment/RESP products is an asset.
• Proven ability to build and maintain trusted customer relationships.

Responsibilities

• Strengthen customer relationships by building loyalty and trust through knowledgeable, empathetic service.
• Engage in accretive account management to increase RESP value and qualify opportunities.
• Conduct proactive outreach to prevent AUM loss and educate customers.
• Maintain detailed records of customer interactions and progress for performance tracking.
• Collaborate with Product/Marketing to align engagement with growth priorities.
• Contribute to achieving individual and team sales goals while ensuring regulatory compliance.

Skills

Customer-focused

Communication skills

Sales ability

Account management

Team collaboration

Multitasking

Bilingual English/French

Education

Postsecondary education in business/finance

Equivalent combination of education and experience

Tools

Salesforce

Calendly

Genesys

Kubaru

Job description

Customer Engagement Representative

Application Deadline: 12 September 2026

Department: Customer Engagement

Employment Type: Fixed Term Contract

Location: Head Office

Reporting To: Wioletta Falcone

Compensation: CA$23.00 / hour

Description

Mandate

The Customer Engagement Representative plays a key role in strengthening relationships with Embark's existing customers by providing personalized support that builds loyalty, trust, and long-term value. This role focuses on deepening relationships through meaningful proactive outreach and tailored solutions that help our customers achieve their education savings goals. Customer Engagement Representatives act as trusted partners to our customers supporting them through plan reviews, contribution growth opportunities, and guidance on maximizing government grants and other benefits. This position serves to create a sense of belonging and personalized care while helping Embark retain and grow assets under management and achieve its sales and service objectives. We have one open fixed-term contract position for this role.

Challenges to be met

Partner with Product and Marketing to deliver an exceptional customer experience through scheduled appointments, plan reviews, and proactive follow-ups.

• Strengthen customer relationships by building loyalty and trust through knowledgeable, empathetic, and solutions-oriented service.
• Engage in accretive account management activities, working with existing customers to increase the value of their RESP by maximizing grants, consolidating assets including transfers from other financial institutions, identifying and adding new beneficiaries, seeking referrals and promoting partner offers.
• Work on opportunities to prevent AUM loss through timely outreach and customer education.
• Maintain detailed records of customer interactions and account progress to support performance tracking and continuous improvement.
• Collaborate with internal teams to align customer engagement with Embark's growth priorities and brand promise.
• Contribute to achieving individual and team sales goals while ensuring compliance with all regulatory and company standards.

Who We Are Looking For

You might be a good fit if you have…

Education and Experience:

• Postsecondary education in business, finance, or a related field (or equivalent combination of education and experience).
• 2-4 years of experience in customer service, customer engagement, or sales, preferably in financial services.
• Experience working with investment, banking, or RESP products is an asset.
• Proven ability to build and maintain trusted customer relationships that drive loyalty and growth.

Skills & Competencies:

• Customer-first mindset with a passion for helping families achieve their education savings goals.
• Excellent communication and storytelling skills with the ability to engage customers, build rapport and trust and convey value clearly and confidently.
• Ability to quickly assess customer accounts, identify opportunities to increase value and introduce/drive appropriate solutions.
• Goal-oriented with demonstrated success meeting or exceeding accretive targets.
• Detail-oriented and organized, with the ability to manage multiple accounts and follow-ups efficiently.
• Collaborative team player who thrives in a performance-driven and customer-focused environment.
• Proficiency with Salesforce, Calendly, Genesys and Kubaru.
• Bilingual in English and French