Bilingual Customer Care Representative – ENG, FR

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

📋 Description

• Provide outstanding customer service to prospective clients of EQ Bank by assessing their banking needs and delivering accurate information and guidance regarding EQ Bank’s range of products and services.

• Manage a high volume of inbound calls and chats, ensuring adherence to top-tier service standards while meeting EQ Bank’s response and resolution service level agreements (SLAs).

• Take ownership of the digital onboarding process, assisting customers in their onboarding journey, resolving any issues that arise, and promptly updating all relevant stakeholders.

• Aim to address customer inquiries and issues on the first point of contact and escalate matters as per EQ Bank’s complaint resolution procedures.

• Effectively communicate with customers, embodying EQ Bank’s core values of Respect, Agility, Integrity, Service, and Empowerment to foster enduring customer relationships.

• Implement established controls to ensure compliance with regulatory standards, as well as Equitable and EQ Bank policies, including the Code of Conduct and Ethics.

• Identify and suggest opportunities for ongoing improvement in customer experience and product delivery, and actively participate in their implementation.

⛳️ Requirements

• A minimum of 1-3 years of experience in a call center and/or customer service role is required, with a preference for candidates with phone experience.

• At least one year of experience in banking or finance is necessary for this position.

• A post-secondary degree or certification in a relevant field such as hospitality or finance is preferred.

• Strong adaptability to change is essential.

• Proven ability to take ownership of issues and drive them to resolution.

• Demonstrated capacity to engage in challenging conversations with customers while maintaining professionalism and a proactive approach in both written and verbal communication.

• Exceptional verbal and written communication skills are required.

• Strong problem-solving abilities and experience working in a fast-paced environment are essential.

• Experience working autonomously with a high degree of self-direction.

• Proficiency in using various software applications (CRM, Microsoft Office Suite) is necessary.

• Bilingual proficiency in French and English is essential, with the ability to communicate effectively in both spoken and written formats, including live chat.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive benefits package including health, dental, and vision coverage.

• Opportunities for professional development and career advancement.

• Supportive and inclusive work environment.

• Flexible work arrangements.