Customer Success Specialist

Embark Student Corp.; Mississauga; On-site; CAD 40,000 - 60,000; Full time

Job summary

A leading financial services company in Mississauga seeks a Customer Success Specialist to enhance customer relationships and assist clients with their RESP contributions. The ideal candidate should possess strong interpersonal skills, be customer-centric, and have experience in financial services. This position offers a chance to contribute to customer retention and satisfaction through excellent service and effective communication.

Qualifications

• 6-9 months of customer service experience in managing front-line interactions.
• Bilingual (French/Mandarin/Cantonese) is an asset.
• Eligible for licensing through provincial authorities recognized by the RESP Dealers Association of Canada.

Responsibilities

• Encourage customers to maximize the value of their RESP contributions.
• Manage and retain existing customers through relationship building.
• Identify upsell opportunities and promote new products.

Skills

Interpersonal skills

Negotiation skills

Customer-centric approach

Analytical skills

Attention to detail

Stress management

Team player

Multitasking skills

Data analysis

Tools

Microsoft Excel

Job description

Job Description

Mandate

As a customer success specialist, you will encourage customers to maximize the value of their RESP contributions and address their questions and concerns. You will focus on building relationships, identifying upsell opportunities, and providing excellent customer service to promote retention, increase satisfaction, and uphold Embark's reputation.

CHALLENGES TO BE MET

• Focus on retention, revenue, and customer advocacy.
• Manage and retain existing customers through strong relationship building.
• Implement and improve customer retention strategies in an inbound and outbound call center environment.
• Establish trust via regular communication and effective relationship strategies.
• Act as a trusted RESP advisor, helping customers maximize grants, optimize contributions, and align with education savings goals.
• Contribute to growth by expanding the client base and assets under management.
• Identify upsell opportunities and promote new product offerings in collaboration with sales and product teams.
• Perform outbound activities related to potential business loss and balance growth.
• Manage activities such as notifications, outreach, and increasing customer self-service usage.
• Handle operational tasks like plan cancellations when necessary.
• Document all interactions accurately in CRM tools.
• Stay informed on market conditions to improve customer solutions and internal processes.
• Support team culture and share best practices.
• Collaborate with Sales, Product, and Operations teams for a seamless customer experience.
• Participate in training, feedback, and coaching sessions.
• Perform additional duties as required.

WHO WE ARE LOOKING FOR

• 6-9 months of experience in customer service managing front-line interactions.
• Strong interpersonal and negotiation skills.
• Customer-centric with the ability to provide financial advice and ensure understanding of RESP benefits.
• Autonomous with good judgment.
• Analytical with attention to detail.
• Good stress management skills.
• Ability to work independently and in a team.
• Strong financial acumen.
• Experience in partnership relations and virtual management.
• Result-oriented with a focus on operational improvements.
• Proven goal-setting and achievement ability.
• Team player with multitasking skills.
• Ability to analyze data for trends.
• Flexible and open to change, always seeking process improvements.
• Experience with Microsoft Excel and reporting is an asset.
• Bilingual (French/Mandarin/Cantonese) is an asset.
• Eligible for licensing through provincial authorities and recognized by the RESP Dealers Association of Canada.