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, 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 offeringsField large volumes of inbound calls and chats and ensure best-in-class service standards, while meeting EQ Bank’s response and resolution SLAsOwn the digital-onboarding experience and help customers onboard successfully, resolve issues if any and communicate status to all stakeholders involved in a timely mannerStrive to resolve customer issues and queries at first contact and escalate issues in accordance to EQ Bank’s complaints handling processCommunicate effectively with customers and propagate EQ Bank’s core values of Respect, Agility, Integrity, Service and Empowerment to build lasting customer relationshipsExecute established controls to ensure adherence to regulatory requirements, Equitable and EQ Bank policies and Code of Conduct and EthicsIdentify, recommend and participate in implementation of opportunities for continuous improvement relative to customer experience and product delivery

Shifts :

Training Period: 6 weeks: 9:00 AM to 5 :00 PMAfter 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 betweenShifts will be assigned as per business needs but will be shared several weeks in advance and set for 1-2 monthsThe 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 rolePost-secondary degree or certification in related field of study is desirable such as hospitality or financePrevious banking experience is considered an assetStrong ability to adapt to changeDemonstrated ability to own an issue and drive to resolutionDemonstrated ability to have difficult conversations with customers while maintaining a professional and proactive manner – both written and oralExcellent verbal and written communication skillsExcellent problem-solving skills and ability to work in a fast-paced environmentExperience working with a high degree of autonomy and self-directionAbility to understand and 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)

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Bilingual Customer Care Representative