Customer Care Representative

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

📋 Description

• Provide outstanding customer service to potential clients of EQ Bank by assessing their banking requirements and delivering precise information and guidance on EQ Bank’s range of products and services.

• Manage high volumes of incoming calls and chats while adhering to EQ Bank’s response and resolution Service Level Agreements (SLAs).

• Take ownership of the digital onboarding process, assisting customers in their onboarding journey, resolving issues, and updating stakeholders on progress.

• Address customer inquiries and concerns at the first point of contact and escalate issues as per EQ Bank’s complaints handling procedures.

• Convey EQ Bank’s fundamental values to foster enduring customer relationships.

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

• Identify, suggest, and engage in opportunities for continuous improvement related to customer experience and product delivery.

• Directly interact with customers to comprehend their needs, troubleshoot problems, respond to product and banking inquiries, resolve issues, and undertake proactive account management.

• Provide a seamless customer experience across all communication channels.

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

• Report directly to the Manager of the Customer Contact Centre.

⛳️ Requirements

• A minimum of 1-3 years of experience in a call center and/or customer service role is essential (preferably via phone).

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

• Prior experience in banking is advantageous.

• Strong adaptability to change is necessary.

• Proven ability to take ownership of an issue and drive it to resolution.

• Demonstrated capability to engage in challenging conversations with customers while maintaining a professional and proactive demeanor—both in writing and verbally.

• Exceptional verbal and written communication skills.

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

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

• Proficiency in utilizing various software tools (CRM, Microsoft Office Suite).

• All applicants must successfully undergo a criminal background check and credit check to be considered for employment.

🏝️ Benefits

• Competitive discretionary bonus.

• Industry-leading RRSP matching program.

• Comprehensive 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 colleagues.

• Opportunities for professional development and a comprehensive Career Development program.

• Rewarding chance to join one of the leading FinTech companies and contribute to shaping a new banking experience.