Bilingual Customer Care Representative (ENG & FR)

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.

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

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

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)