Customer Service Specialist, Bilingual; English and French

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

The Customer Service Specialist is responsible for providing exceptional customer service to Equitable Bank’s existing customers through a variety of communication channels. They must possess a broad range of knowledge, including the mortgage life cycle and Equitable Bank’s mortgage products and features.

• Provide excellent customer service in an inbound customer service environment and through digitized correspondence with customers, solicitors, brokers, and other stakeholders.
• Support the customer through their mortgage inquiries by identifying customer needs and providing appropriate options and solutions.
• Provide accurate information regarding our products and services.
• Fulfill customer expectations in a way that also complies with policies and procedures, for various functional areas of the mortgage life cycle.
• Participate in activities designed to improve customer satisfaction and business performance.
• Process various updates to the mortgage account such as customer contact information and requested account changes.
• Meet expectations according to outlined quality criteria, compliance, and customer service standards while interacting with customers.
• Recognize appropriate retention triggers for renewal and refinance opportunities.
• Maintain accurate system records of inquiries and transactions processed.

• Demonstrated front line customer service experience (for a minimum of 12 months) in finance or mortgage industry.
• Post-secondary education (diploma).
• Knowledge of commercial and residential lending products, related legal terminology, and provincial and federal legislations.
• Must be self-motivated with the ability to work with little or no supervision.
• Ability to multi-task by navigating various systems while communicating with customers.
• Ability to easily build rapport and foster positive relationships with both customers and team members.
• Exceptional interpersonal and communication skills - written and oral.
• Strong active listening skills with the ability to engage with the customer.
• Professional and courteous telephone manner.
• Previous experience with Home Equity Line of Credit (HELOC) product.
• Strong mathematical and analytical skills.
• Computer literate (MS Outlook, MS Word, MS Excel).
• Ability to ensure customer issues are handled appropriately, and escalating issues when necessary.

• 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 Fin Techs and help create a new kind of banking experience.

The incumbent will be working hybrid and in office time will be spent working from Equitable Bank’s additional office space located at Ontario Street, Toronto, ON .

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. 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.