Bilingual Customer Care Representative

EQ Bank | Canada's Challenger Bank; California; Hybrid; USD 26,000 - 34,000; Full time

Benefits offered by this job

100% remote work

Remboursement éducatif 2 500 CAD/an

Croissance et mobilité interne

Couverture médicale et dentaire après

Bonus annuel

Job summary

EQ Bank, banque numérique du Canada, recherche un conseiller clientèle bilingue (FR/EN) pour interagir avec les clients, résoudre les problèmes et guider l’ouverture de comptes. Poste d’entrée offrant des perspectives d’évolution et une collaboration avec les équipes Digital Operations et Marketing.

Le rôle est 100% à distance, avec un programme de formation de 6 semaines et des horaires variables, y compris soirs et fins de semaine.

Qualifications

• 1–3 ans d’expérience service client dans le secteur bancaire ou financier.
• Expérience en centre d’appels est un atout.
• Bilingue Français et Anglais exigé.
• Formation post-secondaire ou certification liée souhaitable.

Responsibilities

• Fournir un service client exceptionnel et guider les clients sur les produits.
• Gérer un volume élevé d’appels et chats et respecter les SLAs.
• Accompagner l’ouverture de comptes et résoudre les problèmes.
• Résoudre les demandes au premier contact lorsque possible.
• Collaborer avec les équipes Digital Operations, IT Operations, Security et Marketing.
• Participer à des formations continues et améliorer l’expérience client.

Skills

Adaptabilité

Autonomie

Excellentes compétences en comunicação

Résolution de problèmes

CRM platforms

Microsoft Office

Education

Post-secondaire ou certification dans un domaine lié

Tools

CRM platforms

Microsoft Office Suite

Job description

Joignez-vous à la Banque Qui Défie

Être une banque traditionnelle n’est tout simplement pas notre genre. Alors nous relevons le défi de faire preuve de créativité en offrant des solutions bancaires novatrices aux Canadiens.

Comment? Avec une équipe talentueuse de challengers curieux qui savent s’adapter et remettre en question le statu quo. Si redéfinir l’avenir des services bancaires vous tient à cœur et que vous souhaitez le faire en ayant du plaisir, cette occasion pourrait être idéale pour vous.

Notre entreprise continue de croître : nous servons aujourd’hui plus de 800 000 personnes au Canada par l’entremise de la Banque Équitable, La Banque Qui Défie du Canada, et nous existons depuis plus de 50 ans. La filiale en propriété exclusive de la Banque Équitable, la Banque Concentra, appuie les coopératives de crédit du Canada qui servent plus de six millions de membres. Ensemble, nous avons plus de 142 milliards de dollars d’actifs sous gestion et administration combinés, avec la mission claire de stimuler l’évolution des services bancaires canadiens pour enrichir la vie des gens. Notre plateforme numérique Banque EQ (eqbank.ca/fr) remporte la faveur de nos clients, à qui nous devons notre place parmi les meilleures banques du Canada sur la liste des meilleures banques au monde de Forbes depuis 2021.

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 800,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members. Together we have over $142 billion in 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.

Reporting to the Manager, Customer Contact Centre, the Bilingual Customer Care Representative will interact directly with customers, understand their needs, troubleshoot issues, answer product and banking inquiries, resolve issues, perform proactive account maintenance, and deliver a seamless customer experience across multiple communication channels.

An integral member of the Digital Banking team, this individual will collaborate daily with Digital Operations, IT Operations, Global Security, and Marketing teams.

This role is an excellent entry point into the banking industry and offers opportunities for career growth across areas such as Operations, Lending, Fraud, Quality Assurance, and Leadership.

The work !

• Deliver exceptional customer service to EQ Bank's prospective and existing 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 while maintaining best-in-class service standards and meeting response and resolution SLAs.
• Own the digital onboarding experience and support customers through successful account setup and issue resolution.
• Strive to resolve customer inquiries at first contact and elevate issues in accordance with EQ Bank's complaint handling process.
• Communicate effectively with customers and represent EQ Bank's core values of Respect, Agility, Integrity, Service, and Empowerment.
• Execute established controls to ensure adherence to regulatory requirements, company policies, and Code of Conduct & Ethics.
• Identify and recommend opportunities for continuous improvement related to customer experience and product delivery.
• Participate in ongoing training and professional development opportunities to expand product knowledge and career development within the organization.

Shifts and training

Training Period

• 6 weeks of mandatory training.
• Monday to Friday.
• 9:00 a.m. to 5:30 p.m. EST.

Training is delivered entirely in English. Candidates should be comfortable learning new systems, policies, and procedures in English.

Post-Training Schedule

Main shifts include:

• 8:00 a.m. to 4:00 p.m.
• 12:00 p.m. to 8:00 p.m.
• 2:00 p.m. to 10:00 p.m.
• 4:00 p.m. to 12:00 a.m.

Additional staggered shifts may be assigned based on business requirements.

• Schedules are provided approximately two weeks in advance and are generally set for one to two months.
• Evening and weekend availability is required.

Candidates should be available to work scheduled shifts between 8:00 a.m. and 12:00 a.m. EST, including weekends.

Please note that shift assignments are determined based on business needs and schedule accommodations may be limited.

Benefits of Joining the Team

• 100% remote work.
• $2,500 annual educational reimbursement allowance.
• Growth and internal mobility opportunities.
• Full medical and dental coverage after 3 months.
• Annual bonus program tied to company and individual performance.

Many team members progress into specialized banking functions and leadership opportunities after gaining foundational experience within Customer Care.

Work for one of Canada's leading digital banks in a collaborative, customer-focused environment.

Knowledge / Skill Requirements

Experience

• 1-3 years of customer service experience in banking, financial services, contact centres, telecommunications, insurance or other customer-facing environments.
• Previous call centre experience is considered an asset.

• One or more years of banking or financial services experience is an asset.
• Post-secondary education or certification in a related field is desirable.

Skills & Competencies

• Strong ability to adapt to change.
• Demonstrated ability to take ownership of issues and drive them through to resolution.
• Ability to navigate difficult customer conversations while maintaining professionalism and empathy.
• Excellent verbal and written communication skills.
• Strong problem-solving skills and ability to work in a fast-paced environment.
• Experience working independently with a high degree of autonomy.
• Ability to learn and utilize multiple software applications, including CRM platforms and Microsoft Office Suite.

Language Requirements

Bilingualism (French and English) is required. Candidates must be comfortable communicating professionally with customers in both languages through verbal and written channels.

We are looking for candidates who can confidently support customers in both official languages. Clear, professional, and effective communication is essential.

Job Complexities / Thinking Challenges

The position requires the incumbent to be a self-starter and effectively manage competing priorities while delivering an exceptional customer experience.

The incumbent must possess the ability to handle difficult customer interactions, escalations, and complaints while maintaining professionalism and composure.

The incumbent will quickly become familiar with systems, policies, and departmental processes and maintain a strong understanding of regulatory requirements.

Success in this role requires strong adaptability, continuous learning, and the ability to navigate change in a fast-paced digital banking environment.

Ce que nous offrons [pour les postes permanents à temps plein]

• Prime discrétionnaire concurrentielle
• Programme de jumelage de REER de premier plan sur le marché
• Soins médicaux, dentaires, de la vue, assurances vie et invalidité
• Régime d’achat d’actions des employés
• Prestations complémentaires pour congé de maternité ou parental pendant que vous prenez soin de votre enfant
• Politique de vacances généreuse et jours personnels
• Activités virtuelles pour établir des liens avec vos collègues
• Allocation annuelle de perfectionnement professionnel et un programme complet de perfectionnement professionnel
• Une occasion enrichissante de rejoindre l’une des FinTechs et de contribuer à créer un nouveau type d’expérience bancaire

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

La Banque Équitable est profondément engagée en faveur de l’inclusion. Notre organisation est plus forte et nos employés s’épanouissent lorsque nous honorons et célébrons les expériences et les points de vue diversifiés de chacun. Parallèlement à cet engagement, nous appuyons et encourageons nos employés à s’épanouir non seulement dans leur cheminement de carrière, mais aussi sur le plan personnel.

Nous nous engageons à offrir un processus de recrutement et un milieu de travail sans obstacle à tous les candidats. Veuillez nous faire part de toute mesure d’adaptation nécessaire pour que vous puissiez donner le meilleur de vous-même dans le processus de demande d’emploi et par la suite.

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.

We can’t wait to get to know you!