About the Role
Responsibilities
- Interact directly with customers to understand their needs, troubleshoot issues, answer product and banking inquiries, and resolve issues
- 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 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
Requirements
- 1-3 years of call center and/or customer service experience with on phone experience preferred
- One plus years of banking or finance experience
- Ability to communicate in French and English is essential (truly bi-lingual both conversationally and in written channels like live chat)
Nice to Have
- Post-secondary degree or certification in related field of study such as hospitality or finance
- 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 use different software (CRM, Microsoft Office Suite)
Team
Reports to: Manager, Customer Contact Centre
Additional Information
- Training Period: 5-6 weeks: 9:00 AM to 5:00 PM
- After the initial training period, the 4 main shifts are: 8 AM to 4 PM, 12 PM to 8 PM, 2 PM to 10 PM and 4 PM to midnight with a range of staggered start times in between
- Shifts will be assigned as per business needs but will be shared several weeks in advance and set for 1-2 months
- The incumbent should be prepared to work evening shift and also on weekends
