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About the Role
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, and deliver a seamless customer experience across all communication channels. This role is an integral part of the Digital Banking team and collaborates with Digital Operations, IT Operations, Global Security, and Marketing teams.
Responsibilities
- Deliver exceptional customer service by identifying customer banking needs and providing accurate information on products and offerings.
- Handle high volumes of inbound calls and chats, ensuring best-in-class service standards and meeting response and resolution SLAs.
- Manage the digital onboarding experience, assist customers with successful onboarding, resolve issues, and communicate status to stakeholders.
- Resolve customer issues and queries at first contact whenever possible and escalate complaints according to the bank's process.
- Communicate effectively with customers and embody the bank's core values to build lasting relationships.
- Execute controls to ensure adherence to regulatory requirements, policies, and the Code of Conduct.
- Identify, recommend, and participate in implementing improvements for customer experience and product delivery.
Requirements
- 1-3 years of call center and/or customer service experience (phone experience preferred).
- Strong 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 (written and oral).
- Excellent verbal and written communication skills.
- 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 various software, including CRM and Microsoft Office Suite.
- Must successfully complete a criminal background check and credit check.
Skills
- Customer service
- Call center operations
- Problem-solving
- Communication (verbal and written)
- Adaptability
- Autonomy
- Self-direction
- CRM software
- Microsoft Office Suite
Location
- Canada
Work Type
- Full-time
- Permanent
Experience Level
- 1-3 years
Education Level
- Post-secondary degree or certification in a related field (e.g., hospitality, finance) is desirable.
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 for Canadians, offering financial services from banking and lending to trust and credit union solutions.
- Challenging the conventions of traditional banking with smarter, faster, and more connected financial experiences since 1970.
- EQB Inc. is the parent company of Equitable Bank, Canada's seventh-largest Schedule I bank by assets, operating 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 honour and celebrate diverse experiences, identities, and perspectives.
- 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.