Bilingual Customer Care Representative

This is a fully remote position, open to applicants in Canada.

📋 Description

• Provide outstanding customer service to both potential and current EQ Bank clients by understanding their banking requirements and offering precise information and guidance regarding EQ Bank's range of products and services.

• Manage high volumes of incoming calls and chats while upholding superior service standards and achieving response and resolution SLAs.

• Take ownership of the digital onboarding process and assist customers with successful account setup and problem resolution.

• Address customer inquiries on the first contact and escalate issues per EQ Bank's complaint resolution policy.

• Effectively communicate with customers, embodying EQ Bank's core values.

• Implement established controls to ensure compliance with regulatory standards, company policies, and the Code of Conduct & Ethics.

• Identify and suggest opportunities for ongoing enhancement in customer experience and product delivery.

• Engage in continuous training and professional development initiatives.

• Directly interact with customers to comprehend their needs, troubleshoot problems, respond to product and banking questions, resolve issues, conduct proactive account maintenance, and provide a seamless customer experience across various communication channels.

• Collaborate on a daily basis with teams in Digital Operations, IT Operations, Global Security, and Marketing.

• Report to the Manager of the Customer Contact Centre.

⛳️ Requirements

• 1-3 years of experience in customer service within banking, financial services, contact centers, telecommunications, insurance, or other customer-facing roles.

• Previous experience in a call center setting is considered advantageous.

• One or more years of experience in banking or financial services is a plus.

• Post-secondary education or relevant certification is preferred.

• Strong adaptability to change.

• Proven ability to take ownership of issues and follow through to resolution.

• Ability to handle challenging customer conversations while maintaining professionalism and empathy.

• Excellent verbal and written communication abilities.

• Strong problem-solving skills and capability to thrive in a fast-paced environment.

• Experience working independently with a significant level of autonomy.

• Proficient in learning and utilizing various software applications, including CRM systems and Microsoft Office Suite.

• Bilingual proficiency in French and English is mandatory.

• Candidates must be comfortable communicating professionally with customers in both languages through verbal and written mediums.

• Mandatory training of 6 weeks, held Monday to Friday from 9:00 a.m. to 5:30 p.m. EST.

• Availability for evening and weekend shifts is required.

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

• All candidates being considered for hiring must successfully complete a criminal background check and credit check.

🏝️ Benefits

• Competitive discretionary bonus.

• Market-leading RRSP match program.

• Comprehensive medical, dental, vision, life, and disability benefits.

• Employee Share Purchase Plan.

• Maternity/Parental top-up during your caregiving period.

• Generous vacation policy along with personal days.

• Virtual events to foster connections with colleagues.

• Professional development and an extensive Career Development program.

• 100% remote work opportunity.

• $2,500 annual educational reimbursement allowance.

• Opportunities for growth and internal mobility.

• Full medical and dental coverage after 3 months.

• Annual bonus program linked to company and individual performance.