Full Time Jobs • Customer Care Representative at Equitable Bank - 06/2022

Canada's Challenger Bank
Equitable Group Inc. trades on the Toronto Stock Exchange (TSX: EQB and EQB.PR.C) and serves a growing number of Canadians through Equitable Bank, Canada's Challenger Bank. Equitable Bank has grown to become the country's eighth largest independent Schedule I bank with a clear mandate to drive real change in Canadian banking to enrich people's lives. Founded over 50 years ago, Equitable Bank provides diversified personal and commercial banking and through its EQ Bank platform has been named #1 Bank in Canada on the Forbes World's Best Banks 2021 and 2022 lists. EQ Bank provides state-of-the-art digital banking services, like the Savings Plus Account that reimagines banking by offering an everyday high interest rate, plus the flexibility of a chequing account, as well as a wide range of smart banking solutions for Canadians, like fast international money transfers, US dollar accounts and a suite of registered products.
Level 1 out of 12
Location: Remote

Being a traditional bank just isn't our thing. Do you want to provide Canadian businesses with better options and amazing customer service? Our Customer Care Group understands the unique needs of our customers and guides them to the right solutions with precision and confidence. Every day gives us an opportunity to push the boundaries of what's possible in Canadian banking, which makes for a rewarding experience. Jump in as a key member of our Customer Care Team. If you like finding smarter ways of doing things to deliver results in new and better ways, you belong at Equitable Bank. As part of our Customer Care team, you'll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together. We would love to tell you more about what it's like to work here.
The Work
Reporting to the Manager, Customer Contact Centre, the 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 core parts of your role would be to:

• 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: 4 weeks: 9:00 AM to 5:00 PM
• After the initial training period, the 3 main shifts are: 8 AM to 4:00 PM, 12 PM to 8:00 PM, and 4:00 PM to midnight with a range of staggered start times in between
• Shifts will be assigned as per business needs
• The incumbent should be prepared to work evening shift and also on weekends

Let's Talk About You!

• No prior experience necessary; post-secondary degree or certification in related field of study is desirable.
• 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 analytical and problem solving skills
• Experience working with a high degree of autonomy and self-direction
• Strong presentation skills
• Ability to communicate with professionals at all levels
• Excellent Microsoft Office skills
• Ability to speak French or other second language an asset

#LI-Remote
What we offer [For full-time permanent roles] 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, personal days and even a moving day Virtual events to connect with your fellow colleagues Annual professional development allowance and a comprehensive Career Development program A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience
Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone's diverse experiences and perspectives. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well.
We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond. All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position. We can't wait to get to know you!