Customer Care Representative
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Job Description
Customer Care Representative at EQ Bank helping customers with banking inquiries and troubleshooting issues. Delivering exceptional customer service while collaborating with various teams in a remote setting.
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
Requirements:
- 1-3 years of call center and/or customer service experience is required for the role (on phone preferred).
- Post-secondary degree or certification in related field of study is desirable such as hospitality or finance.
- Previous banking experience is considered an asset.
- 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 and use different software (CRM, Microsoft Office Suite)
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
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