Customer Service Specialist, Bilingual; English and Mandarin

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.

The Customer Service Specialist is responsible for providing exceptional customer service to Equitable Bank’s existing customers through a variety of communication channels in both English and Mandarin. The role requires a broad understanding of the mortgage life cycle, mortgage products and features.

• Provide excellent customer service in an inbound environment and via digitized correspondence with customers, solicitors, brokers, and other stakeholders.
• Support customers through mortgage inquiries by identifying needs and providing appropriate options and solutions.
• Provide accurate information regarding our products and services.
• Fulfill customer expectations while complying 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 updates to mortgage accounts such as contact information and requested changes.
• Meet quality, 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.

• Minimum 12 months front‑line customer service experience in finance or mortgage industry.
• Post‑secondary education (diploma).
• Knowledge of commercial and residential lending products, related legal terminology, and provincial and federal legislation.
• 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 build rapport and foster positive relationships with both customers and team members.
• Exceptional interpersonal and communication skills, written and oral, in both English and Mandarin.
• Strong active listening skills with the ability to engage the customer.
• Professional and courteous telephone manner.
• Previous experience with the 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 to 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 colleagues.
• Professional development and comprehensive career development program.

The incumbent will work in a hybrid model with in‑office time spent at Equitable Bank’s office located at 2200‑25 Ontario Street, Toronto, ON .

Equitable Bank is deeply committed to inclusion. Our organization thrives when we honor and celebrate everyone’s diverse experiences and perspectives. We support and encourage staff to grow personally and professionally. We provide a barrier‑free recruitment process and work environment for all applicants. All candidates considered for hire must successfully pass a criminal and credit check to qualify.