Customer Care Representative

EQ Bank · Remote

Join a Challenger

At EQB, we're remaking banking so every Canadian gets ahead, every day. Serving nearly 4 million Canadians from coast to coast, we offer a wide variety of financial services from banking and lending, to trust and credit union solutions. And as the exclusive financial partner of Loblaw Companies Limited's PC Optimum™ loyalty program, we're woven into the daily lives of more than 18 million members across Canada.

We've been at this since 1970, challenging the conventions of traditional banking with smarter, faster, and more connected financial experiences.

What's kept us moving?  The people behind it all: challengers who ask better questions, push back on old assumptions, and look for a better way forward.

If you're driven to help reshape how banking works for Canadians and the businesses that power our economy, this could be your next big opportunity. We can’t wait to get to know you! 

We can’t wait to get to know you! 

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 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

    • The Shifts!

  • Training Period: 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-10 PM and 4- 12 AM all EST
  • 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 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) 

    • Support pay context

    Based on 809 disclosed Support salaries on RoleSuite, the role pays a median of $64K/year, with most offers between $53K and $103K (10th–90th percentile: $44K–$149K).

    See the full Support salary breakdown →
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