About The Position
The Bilingual Customer Care Representative, reporting to the Manager, Customer Contact Centre, will engage directly with customers to understand their needs, troubleshoot issues, answer product and banking inquiries, resolve problems, and perform proactive account maintenance. This role focuses on delivering a seamless customer experience across all communication channels. As a key member of the Digital Banking team, the representative will collaborate daily with Digital Operations, IT Operations, and Global Security & Marketing teams.
Requirements
- 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
- 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)
Nice To Haves
- Post-secondary degree or certification in related field of study is desirable such as hospitality or finance
Responsibilities
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
251-500 employees
