Customer Care Representative

Join a Challenger

Being a traditional bank just isn’t our thing, so we challenge ourselves to get creative in providing innovative banking solutions for Canadians.

How do we get there? With a talented team of inquisitive and agile challengers that break through the status quo. So, if you’re passionate about redefining the future of banking—while having fun—this could be your next big opportunity.

Our company continues to grow, and today we serve more than 800,000 customers across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members. Together we have over $142 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our customers have named our EQ Bank digital platform (eqbank.ca) one of the top banks in Canada on the Forbes World's Best Banks list since 2021.

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.

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 with 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.

Job Shifts!:
• Training Period: 5-6 weeks: 9:00 AM to 5:00 PM.

• After the initial training period your shift will be 12pm - 8pm, 2pm -10pm or 4pm - midnight EST. You will be given 2 consecutive days off but will be required to work both weekend days at times, but other months will have both or one weekend days off.

• Shifts will be assigned as per business needs but will be shared several weeks in advance and set for 1-2 months.

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)

What we offer [For full-time permanent roles]

💰 Competitive discretionary bonus
✨ Market leading RRSP match program
🩺 Medical, dental, vision, life, and disability benefits
📝 Employee Share Purchase Plan
👶🏽 Maternity/Parental top-up while you care for your little one
🏝 Generous vacation policy and personal days
🖥 Virtual events to connect with your fellow colleagues
🎓 Professional development and comprehensive Career Development program
💛 A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well.

We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond. All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.

We can’t wait to get to know you!