Bilingual Customer Care Representative

Joignez-vous à la Banque Qui Défie   Être une banque traditionnelle n’est tout simplement pas notre genre. Alors nous relevons le défi de faire preuve de créativité en offrant des solutions bancaires novatrices aux Canadiens.   Comment? Avec une équipe talentueuse de challengers curieux qui savent s’adapter et remettre en question le statu quo. Si redéfinir l’avenir des services bancaires vous tient à cœur et que vous souhaitez le faire en ayant du plaisir, cette occasion pourrait être idéale pour vous.   Notre entreprise continue de croître : nous servons aujourd’hui plus de 800 000 personnes au Canada par l’entremise de la Banque Équitable, La Banque Qui Défie du Canada, et nous existons depuis plus de 50 ans. La filiale en propriété exclusive de la Banque Équitable, la Banque Concentra, appuie les coopératives de crédit du Canada qui servent plus de six millions de membres. Ensemble, nous avons plus de 142 milliards de dollars d’actifs sous gestion et administration combinés, avec la mission claire de stimuler l’évolution des services bancaires canadiens pour enrichir la vie des gens. Notre plateforme numérique Banque EQ (eqbank.ca/fr) remporte la faveur de nos clients, à qui nous devons notre place parmi les meilleures banques du Canada sur la liste des meilleures banques au monde de Forbes depuis 2021.   Join a Challenger   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 (eqbank.ca) one of the top banks in Canada on the Forbes World's Best Banks list since 2021. Ce que nous offrons [pour les postes permanents à temps plein]  💰 Prime discrétionnaire concurrentielle  ✨ Programme de jumelage de REER de premier plan sur le marché 🩺  Soins médicaux, dentaires, de la vue, assurances vie et invalidité 📝  Régime d’achat d’actions des employés 👶🏽 Prestations complémentaires pour congé de maternité ou parental pendant que vous prenez soin de votre  enfant 🏝 Politique de vacances généreuse et jours personnels 🖥  Activités virtuelles pour établir des liens avec vos collègues 🎓  Allocation annuelle de perfectionnement professionnel et un programme complet de perfectionnement professionnel 💛  Une occasion enrichissante de rejoindre l’une des FinTechs et de contribuer à créer un nouveau type d’expérience bancaire   What we offer [For full-time permanent roles] 💰 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 FinTechs and help create a new kind of banking experience     La Banque Équitable est profondément engagée en faveur de l’inclusion. Notre organisation est plus forte et nos employés s’épanouissent lorsque nous honorons et célébrons les expériences et les points de vue diversifiés de chacun. Parallèlement à cet engagement, nous appuyons et encourageons nos employés à s’épanouir non seulement dans leur cheminement de carrière, mais aussi sur le plan personnel.   Nous nous engageons à offrir un processus de recrutement et un milieu de travail sans obstacle à tous les candidats. Veuillez nous faire part de toute mesure d’adaptation nécessaire pour que vous puissiez donner le meilleur de vous-même dans le processus de demande d’emploi et par la suite.   Nous avons hâte de vous connaître!     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. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well.    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. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.   We can’t wait to get to know you!

The work !

Shifts and training

Benefits of Joining the Team

• 100% remote work.
• $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.

Knowledge / Skill Requirements

Experience

1-3 years of customer service experience in banking, financial services, contact centres, telecommunications, insurance or other customer-facing environments.

Previous call centre experience is considered an asset.

• One or more years of banking or financial services experience is an asset.
• Post-secondary education or certification in a related field is desirable.

Skills & Competencies

• Strong ability to adapt to change.
• Demonstrated ability to take ownership of issues and drive them through to resolution.
• Ability to navigate difficult customer conversations while maintaining professionalism and empathy.
• Excellent verbal and written communication skills.
• Strong problem-solving skills and ability to work in a fast-paced environment.
• Experience working independently with a high degree of autonomy.
• Ability to learn and utilize multiple software applications, including CRM platforms and Microsoft Office Suite.

Language Requirements

Bilingualism (French and English) is required. Candidates must be comfortable communicating professionally with customers in both languages through verbal and written channels.

We are looking for candidates who can confidently support customers in both official languages. Clear, professional, and effective communication is essential.

Job Complexities / Thinking Challenges

The position requires the incumbent to be a self-starter and effectively manage competing priorities while delivering an exceptional customer experience.

The incumbent must possess the ability to handle difficult customer interactions, escalations, and complaints while maintaining professionalism and composure.

The incumbent will quickly become familiar with systems, policies, and departmental processes and maintain a strong understanding of regulatory requirements.

Success in this role requires strong adaptability, continuous learning, and the ability to navigate change in a fast-paced digital banking environment.