Bilingual Customer Care Representative (ENG & FR)

EQ Bank | Canada's Challenger Bank; United States; Remote; USD 36,000 - 48,000; Full time

Job summary

EQ Bank is seeking a bilingual Customer Care Representative to provide outstanding service to prospective and existing customers across channels. You will identify banking needs, guide product information, troubleshoot issues and support digital onboarding.

You will handle high volumes of inbound calls and chats, resolve inquiries at first contact, and escalate per our complaints process while upholding EQ Bank's values of Respect, Agility, Integrity, Service and Empowerment.

Qualifications

• 1-3 years of call center or customer service experience.
• 1+ year banking/finance experience.
• Post-secondary degree or certification in related field desirable.
• Strong adaptability and problem-solving skills.

Responsibilities

• Deliver exceptional customer service by identifying banking needs.
• Handle high volume inbound calls and chats.
• Own digital onboarding and guide successful onboarding.
• Resolve issues at first contact; escalate per process.
• Maintain EQ Bank values and adhere to policies.

Skills

Customer service

Communication skills

Problem solving

CRM software

Bilingual English/French

Autonomy

Adaptability

Education

Post-secondary degree or certification

Tools

CRM software

Microsoft Office

Job description

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 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, and 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

Shifts :

• Training Period: 5-6 weeks: 9:00 AM to 5 :00 PM
• After the initial training period, the 4 main shifts are: 8 AM to 4 PM, 12 PM to 8 PM, 2PM-10PM and 4- midnight 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

Let’s Talk About You !

• 1-3 years of call center and/or customer service experience is required for this role with on phone experience preferred
• One plus years of banking or finance experience is needed for this role
• Post-secondary degree or certification in related field of study is desirable such as hospitality or finance
• 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)
• Ability to communicate in French and English is essential (truly bi-lingual both conversationally and in written channels like live chat)