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About the Role

The Operations Officer is responsible for a variety of functions within the Digital Banking group, including client onboarding, problem resolution, customer communication, processing of transactions, and data input, all while maintaining a high degree of accuracy and superb customer service.

Responsibilities

• Perform a high level of Customer Service by promptly responding to client inquiries.
• Ensure customer satisfaction through product knowledge and adherence to policies.
• Resolve issues and escalate as needed.
• Facilitate the regulatory onboarding of customers efficiently, compliantly, and in a client-centric manner.
• Triage and escalate complex issues to management.
• Ensure all required record-keeping documentation is received.
• Confirm receipt of initial deposit and resolve discrepancies.
• Input deposit details accurately into the banking system.
• Review and process cheque deposits, incoming EFTs, returned items, and transfer requests for RRSP & TFSA.

Requirements

• Minimum of 2 years’ proven financial services operations experience.
• Exhibit sufficient judgment to detect, solve, or escalate problems efficiently and effectively.
• High level of accuracy in daily tasks.
• Ability to prioritize and multitask.
• Strong computer skills.
• Ability to work independently on assigned tasks.
• Excellent oral/written communication skills.
• Excellent relationship management skills.
• Excellent time management skills.
• Must be able to operate effectively within a fast-paced environment with tight time frames.
• Strong Customer Service orientation.
• Able to perform well in a high volume, high intensity environment.
• Proficient computer skills including MS Office.
• May be required to be on call, and to work occasional weekend/holiday/evening hours.
• Ability to identify issues and deficiencies in the administration of procedures and processes.
• Must use autonomy to decide on the best option based on past experiences and guidelines.
• Complete responsibilities in a proficient and timely manner.
• Escalate issues to Manager when necessary.
• Ensure time sensitive functions are completed before the deadlines.
• Must successfully complete a criminal background check and credit check.

Skills

• Product knowledge of Deposit & Registered products (asset)
• MS Office proficiency

Location

• Toronto, ON

Work Type

• Hybrid

Experience Level

• 2 years’ financial services operations experience

Benefits

• Competitive discretionary bonus
• Market leading RRSP match program
• Medical, dental, vision, life, and disability benefits
• Employee Share Purchase Plan
• Maternity/Parental top-up
• Generous vacation policy and personal days
• Virtual events
• Professional development and comprehensive Career Development program

About the Company

• EQ is remaking banking so every Canadian gets ahead, every day.
• EQ offers a wide variety of financial services from banking and lending, to trust and credit union solutions.
• EQ has been challenging the conventions of traditional banking with smarter, faster, and more connected financial experiences since 1970.
• EQ is looking for challengers who ask better questions, push back on old assumptions, and look for a better way forward.
• EQB Inc. is the parent company of Equitable Bank, the country's seventh-largest Schedule I bank by assets, which operates EQ Bank, Canada's Challenger Bank™.
• EQB Inc. serves nearly 4 million Canadians and manages approximately $150 billion in combined assets under management and administration.

Equal Opportunity

• EQ is committed to building an inclusive, accessible environment where every employee feels valued, respected, and supported.
• We believe our organization is stronger — and our people thrive — when we honour and celebrate diverse experiences, identities, and perspectives.
• We’re equally committed to supporting your growth, both professionally and personally.
• We provide a barrier‑free recruitment process and work environment.
• If you require accommodations at any stage, we will work with you to ensure you can bring your best self to the process and beyond.