Bilingual Customer Care Representative

Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong with us.

You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.

We are a big (and growing!) family. Overall we serve more than 800,000 people 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 (  ) one of the top banks in Canada on the Forbes World's Best Banks list since 2021.

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.

$2,500 annual educational reimbursement allowance.

Growth and internal mobility opportunities.

Full medical and dental coverage after 3 months.

Annual bonus program tied to company and individual performance.

Many team members progress into specialized banking functions and leadership opportunities after gaining foundational experience within Customer Care.

Work for one of Canada's leading digital banks in a collaborative, customer-focused environment.

Experience

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