Bilingual Customer Care Representative ( FR/ENG)

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 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

Shifts :

• 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

Let's Talk About You !

• 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)