Bilingual Customer Care Representative (ENG & FR)

2 months, 2 weeks ago
Full-time
Junior
Customer and Technical Support
Lever

Lever

Lever is a leading Talent Acquisition Suite that provides modern hiring and talent management solutions. Their applicant tracking system (ATS) with candidate relationship management capabilities empowers hiring teams to streamline recruiting efforts an...

Professional Services
251-1K
Founded 2012
$123M raised

Description

  • Deliver customer service by identifying banking needs and providing accurate information on EQ Bank’s products and services.
  • Handle high volumes of inbound calls and chats while meeting response and resolution service-level targets.
  • Own the digital onboarding experience, helping customers complete onboarding and resolving any issues that arise.
  • Resolve customer questions and concerns at first contact whenever possible and escalate complaints according to process.
  • Communicate clearly with customers and reinforce EQ Bank’s core values in every interaction.
  • Perform proactive account maintenance and execute controls to support regulatory, policy, and code of conduct requirements.
  • Collaborate daily with Digital Operations, IT Operations, Global Security, and Marketing teams.
  • Identify and support continuous improvement opportunities related to customer experience and product delivery.
  • Communicate issue status and progress to all relevant stakeholders in a timely manner.

Requirements

  • 1-3 years of call center and/or customer service experience is required.
  • 1+ years of banking or finance experience is required.
  • Post-secondary degree or certification in a related field such as hospitality or finance is desirable.
  • Strong ability to adapt to change.
  • Demonstrated ability to own issues and drive them to resolution.
  • Ability to handle difficult customer conversations in a professional, proactive manner.
  • Excellent verbal and written communication skills.
  • Excellent problem-solving skills and ability to work in a fast-paced environment.
  • Experience working with high autonomy and self-direction.
  • Ability to use different software, including CRM systems and Microsoft Office Suite.
  • Fluency in both French and English is essential, including conversational and written communication for live chat.
  • Preparedness to work evening shifts and weekends.
  • Training availability for a 5-6 week period from 9:00 AM to 5:00 PM.

Interested in this position?

Apply directly on the company website

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