Bilingual Customer Care Representative (ENG & FR)

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 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)