Customer Care Representative – Magazica Career Hub

Title: Customer Care Representative

Company: EQ Bank
Location: Canada
Job Type: FullTime, Shift, Weekends

Description:

Equitable Bank, Canada's Challenger Bank™, is seeking a Customer Care Representative to join their team. Reporting to the Manager, Customer Contact Centre, this individual will interact directly with customers, troubleshoot issues, and deliver exceptional customer service. The core responsibilities include providing accurate information on products, resolving customer issues, and ensuring adherence to regulatory requirements. The ideal candidate will have 1-3 years of call center or customer service experience, a post-secondary degree or certification in a related field, and the ability to adapt to change.

The Core Responsibilities!

Deliver exceptional customer service to EQ Bank's prospective customers

Field large volumes of inbound calls and chats

Own the digital-onboarding experience

Strive to resolve customer issues at first contact

Execute established controls to ensure adherence to regulatory requirements

Identify opportunities for continuous improvement

Shifts

Training Period: 5-6 weeks: 9:00 AM to 5:00 PM

After training, shifts will be 4-midnight EST

Shifts will be assigned in advance and set for 1-2 months

Let's Talk About You !

1-3 years of call center and/or customer service experience

Post-secondary degree or certification in related field

Strong ability to adapt to change

Excellent problem-solving skills

Experience working with a high degree of autonomy

Ability to understand and use different software

Equitable Bank offers competitive bonuses, RRSP match program, medical benefits, maternity/parental top-up, generous vacation policy, virtual events, professional development opportunities, and a fulfilling career with one of the top FinTechs. The company is committed to inclusion and providing a barrier-free recruitment process. All candidates must pass a criminal background check and credit check. If you meet the qualifications, we look forward to getting to know you!

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Title: Customer Care Representative
Company: EQ Bank
Location: Canada
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 bankingwhile having funthis could be your next big opportunity.

Our company continues to grow, and today we serve more than 780,000 customers across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's whollyowned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members. Together we have over $138 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.

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 &amp; Marketing teams.

The 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 bestinclass service standards, while meeting EQ Bank's response and resolution SLAs
 Own the digitalonboarding 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 to 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

Shifts

Training Period: 56 weeks: 9:00 AM to 5:00 PM
 After the initial training period your shift will be 4midnight 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 12 months

Let's Talk About You !

13 years of call center and/or customer service experience is required for the role (on phone preferred)
 Postsecondary 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 problemsolving skills and ability to work in a fast paced environment
 Experience working with a high degree of autonomy and selfdirection
 Ability to understand and use different software (CRM, Microsoft Office Suite)

What we offer [For fulltime permanent roles] 💰 Competitive discretionary bonus

✨ Market leading RRSP match program

🩺 Medical, dental, vision, life, and disability benefits

📝 Employee Share Purchase Plan

👶🏽 Maternity/Parental topup 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 barrierfree 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!

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