Bilingual Customer Care Representative

About the Role

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, and deliver a seamless customer experience across multiple communication channels.

An integral member of the Digital Banking team, this individual will collaborate daily with Digital Operations, IT Operations, Global Security, and Marketing teams.

This role is an excellent entry point into the banking industry and offers opportunities for career growth across areas such as Operations, Lending, Fraud, Quality Assurance, and Leadership.

Key Responsibilities

• Deliver exceptional customer service to EQ Bank's prospective and existing 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 while maintaining best-in-class service standards and meeting response and resolution SLAs.
• Own the digital onboarding experience and support customers through successful account setup and issue resolution.
• Strive to resolve customer inquiries at first contact and escalate issues in accordance with EQ Bank's complaint handling process.
• Communicate effectively with customers and represent EQ Bank's core values of Respect, Agility, Integrity, Service, and Empowerment.
• Execute established controls to ensure adherence to regulatory requirements, company policies, and Code of Conduct & Ethics.
• Identify and recommend opportunities for continuous improvement related to customer experience and product delivery.
• Participate in ongoing training and professional development opportunities to expand product knowledge and career development within the organization.

Training and Schedule

Training Period: 6 weeks of mandatory training, Monday to Friday, 9:00 a.m. to 5:30 p.m. EST. Training is delivered entirely in English.

Post-Training Shifts: 8:00 a.m. to 4:00 p.m., 12:00 p.m. to 8:00 p.m., 2:00 p.m. to 10:00 p.m., or 4:00 p.m. to 12:00 a.m. EST. Additional staggered shifts may be assigned based on business requirements. Schedules are provided approximately two weeks in advance and are generally set for one to two months. Evening and weekend availability is required.

Requirements

Experience:

• 1-3 years of customer service experience in banking, financial services, contact centres, telecommunications, insurance or other customer-facing environments.
• Previous call centre experience is considered an asset.
• One or more years of banking or financial services experience is an asset.
• Post-secondary education or certification in a related field is desirable.

Skills & Competencies:

• Strong ability to adapt to change.
• Demonstrated ability to take ownership of issues and drive them through to resolution.
• Ability to navigate difficult customer conversations while maintaining professionalism and empathy.
• Excellent verbal and written communication skills.
• Strong problem-solving skills and ability to work in a fast-paced environment.
• Experience working independently with a high degree of autonomy.
• Ability to learn and utilize multiple software applications, including CRM platforms and Microsoft Office Suite.

Language Requirements: Bilingualism (French and English) is required. Candidates must be comfortable communicating professionally with customers in both languages through verbal and written channels.

Benefits

• 100% remote work.
• Growth and internal mobility opportunities.
• Full medical and dental coverage after 3 months.
• Annual bonus program tied to company and individual performance.