Customer Service Specialist, Bilingual (English and Mandarin)

EQ Bank | Equitable Bank • Toronto, ON

2d • Hybrid

About The Position

The Customer Service Specialist is responsible for providing exceptional customer service to Equitable Bank’s existing customers through a variety of communication channels in both English and Mandarin. They must possess a broad range of knowledge, including the mortgage life cycle and Equitable Bank’s mortgage products and features.

Requirements

• Demonstrated front line customer service experience (for a minimum of 12 months) in finance or mortgage industry.
• Post-secondary education (diploma).
• Knowledge of commercial and residential lending products, related legal terminology, and provincial and federal legislations.
• Must be self-motivated with the ability to work with little or no supervision.
• Ability to multi-task by navigating various systems while communicating with customers.
• Ability to easily build rapport and foster positive relationships with both customers and team members.
• Exceptional interpersonal and communication skills – written and oral in both English and Mandarin.
• Strong active listening skills with the ability to engage with the customer.
• Professional and courteous telephone manner.
• Previous experience with Home Equity Line of Credit (HELOC) product.
• Strong mathematical and analytical skills.
• Computer literate (MS Outlook, MS Word, MS Excel).
• Ability to ensure customer issues are handled appropriately, and escalating issues when necessary.

Responsibilities

• Provide excellent customer service in an inbound customer service environment and through digitized correspondence with customers, solicitors, brokers, and other stakeholders.
• Support the customer through their mortgage inquiries by identifying customer needs and providing appropriate options and solutions.
• Provide accurate information regarding our products and services.
• Fulfill customer expectations in a way that also complies with policies and procedures, for various functional areas of the mortgage life cycle.
• Participate in activities designed to improve customer satisfaction and business performance.
• Process various updates to the mortgage account such as customer contact information and requested account changes.
• Meet expectations according to outlined quality criteria, compliance, and customer service standards while interacting with customers.
• Recognize appropriate retention triggers for renewal and refinance opportunities.
• Maintain accurate system records of inquiries and transactions processed.

Benefits

• Competitive discretionary bonus
• Market leading RRSP match program
• 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 fellow colleagues
• Professional development and comprehensive Career Development program
• A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree