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 370,000 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 5 million members. Together we have over $100 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our EQ Bank platform (eqbank.ca) has been named the top Schedule I Bank in Canada on the Forbes World's Best Banks 2023, 2022, and 2021 lists.
Being a traditional bank just isn’t our thing. Do you want to provide Canadian businesses with better options and amazing customer service? Our Customer Care Group understands the unique needs of our customers and guides them to the right solutions with precision and confidence. Every day gives us an opportunity to push the boundaries of what’s possible in Canadian banking, which makes for a rewarding experience. Jump in as a key member of our Customer Care Team.
If you like finding smarter ways of doing things to deliver results in new and better ways, you belong at Equitable Bank. As part of our Customer Care team, 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 would love to tell you more about what it’s like to work here.
Reporting to the Manager, Customer Contact Centre, the Customer Care Representative will interact directly with customers, understand their needs, troubleshoot issues, answer product and banking inquiries, resolve issues, perform proactive account maintenance all while delivering a seamless customer experience across all channels of communication. An integral member of the Digital Banking team, this individual will collaborate daily with Digital Operations, IT Operations, Global Security & Marketing teams.
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
Training Period: 6 weeks: 9:00 AM to 5:30 PM
After the initial training period, the 3 main shifts are: 8 AM to 4:00 PM, 12 PM to 8:00 PM, and 4:00 PM to midnight with a range of staggered start times in between
Shifts will be assigned as per business needs
The incumbent should be prepared to work evening shift and also on weekends
Equitable Bank reserves the right to adjust working schedule from time to time
Post-secondary degree or certification in related field of study is desirable.
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 analytical and problem solving skills
Experience working with a high degree of autonomy and self-direction
Strong presentation skills
Ability to communicate with professionals at all levels
Excellent Microsoft Office skills
What we offer [For full-time permanent roles]
\uD83D\uDCB0 Competitive discretionary bonus
✨ Market leading RRSP match program
\uD83E\uDE7A Medical, dental, vision, life, and disability benefits
\uD83D\uDCDD Employee Share Purchase Plan
\uD83D\uDC76\uD83C\uDFFD Maternity/Parental top-up while you care for your little one
\uD83C\uDFDD Generous vacation policy, personal days and even a moving day
\uD83D\uDDA5 Virtual events to connect with your fellow colleagues
\uD83C\uDF93 Annual professional development allowance and a comprehensive Career Development program
\uD83D\uDC9B A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience
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!