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About the Role
The Bilingual Customer Care Representative will interact directly with customers, understand their needs, troubleshoot issues, answer product and banking inquiries, resolve issues, and perform proactive account maintenance while delivering a seamless customer experience across all communication channels. This role is an integral part of the Digital Banking team, collaborating with Digital Operations, IT Operations, and Global Security & Marketing teams.
Responsibilities
- Deliver exceptional customer service by identifying banking needs and providing accurate information on products and offerings.
- Handle high volumes of inbound calls and chats, meeting service standards, response, and resolution SLAs.
- Manage the digital-onboarding experience, assisting customers, resolving issues, and communicating status to stakeholders.
- Resolve customer issues and queries at first contact, escalating as needed per the complaints handling process.
- Communicate effectively with customers, embodying core values to build lasting relationships.
- Execute controls to ensure adherence to regulatory requirements, company policies, and Code of Conduct.
- Identify, recommend, and participate in implementing continuous improvement opportunities for customer experience and product delivery.
Requirements
- 1-3 years of call center and/or customer service experience, with phone experience preferred.
- 1+ years of banking or finance experience.
- Ability to adapt to change.
- Demonstrated ability to own an issue and drive it to resolution.
- Demonstrated ability to handle difficult customer conversations professionally and proactively, both written and oral.
- Excellent problem-solving skills and ability to work in a fast-paced environment.
- Experience working with a high degree of autonomy and self-direction.
- Ability to understand and use different software (CRM, Microsoft Office Suite).
- Ability to communicate in French and English is essential (conversational and written).
Skills
- Customer Service
- Communication
- Problem-Solving
- Adaptability
- Autonomy
- Self-direction
- CRM software
- Microsoft Office Suite
- French
- English
Location
- Ontario
Work Type
- Full-time
Experience Level
- 1-3 years
Education Level
- Post-secondary degree or certification in a related field (e.g., hospitality, finance) is desirable.
About the Company
- Banking Industry
Equal Opportunity
- Jumpstart Refugee Talent advertises employment opportunities in alignment with the Employment Standards Act (ESA) job posting requirements.
- Prohibition on 'Canadian experience' requirements.
- Disclosure of artificial intelligence use (where applicable).
- Maintenance of posting records for compliance purposes.
- Procedures to identify and address potentially fraudulent or misleading job postings.