Bilingual Customer Care Representative

Reporting to the Manager, Customer Contact Centre, the Bilingual 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 multiple communication channels.

An integral member of the Digital Banking team, this individual will collaborate daily with Digital Operations, IT Operations, Global Security, and Marketing teams.

This role is an excellent entry point into the banking industry and offers opportunities for career growth across areas such as Operations, Lending, Fraud, Quality Assurance, and Leadership.

• Deliver exceptional customer service to EQ Bank's prospective and existing 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 while maintaining best-in-class service standards and meeting response and resolution SLAs.
• Own the digital onboarding experience and support customers through successful account setup and issue resolution.
• Strive to resolve customer inquiries at first contact and escalate issues in accordance with EQ Bank's complaint handling process.
• Communicate effectively with customers and represent EQ Bank's core values of Respect, Agility, Integrity, Service, and Empowerment.
• Execute established controls to ensure adherence to regulatory requirements, company policies, and Code of Conduct & Ethics.
• Identify and recommend opportunities for continuous improvement related to customer experience and product delivery.
• Participate in ongoing training and professional development opportunities to expand product knowledge and career development within the organization.

Shifts & Training

Training Period

• 6 weeks of mandatory training.
• Monday to Friday.
• 9:00 a.m. to 5:30 p.m. EST.

Training is delivered entirely in English. Candidates should be comfortable learning new systems, policies, and procedures in English.

• Post-Training Schedule

Main shifts include:

• 8:00 a.m. to 4:00 p.m.
• 12:00 p.m. to 8:00 p.m.
• 2:00 p.m. to 10:00 p.m.
• 4:00 p.m. to 12:00 a.m.

Additional staggered shifts may be assigned based on business requirements.

• Schedules are provided approximately two weeks in advance and are generally set for one to two months.
• Evening and weekend availability is required.

Candidates should be available to work scheduled shifts between 8:00 a.m. and 12:00 a.m. EST, including weekends.

Please note that shift assignments are determined based on business needs and schedule accommodations may be limited.