Customer Service Specialist, Bilingual (English and Mandarin)

EQ Bank

Job Location:

Toronto - Canada

Monthly Salary: Not Disclosed

Posted on: 7 hours ago

Vacancies: 1 Vacancy

Job Summary

Join a Challenger

Being a traditional bank just isnt our thing so we challenge ourselves to get creative in providing innovative banking solutions for Canadians.

How do we get there With a talented team of inquisitive and agile challengers that break through the status quo. So if youre passionate about redefining the future of bankingwhile having funthis could be your next big opportunity.

Our company continues to grow and today we serve more than 800000 customers acrossCanadathrough Equitable BankCanadasChallenger Bank and have been around for more than 50 years. Equitable Banks wholly-owned subsidiary Concentra Bank supports credit unions acrossCanadathat serve more than six million members. Together we have over$142 billionin combined assets under management and administration with a clear mandate to drive change in Canadian banking to enrich peoples customers have named our EQ Bank digital platform () one of the top banks in Canada on the Forbes Worlds Best Banks list since 2021.

The Work

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

The Core Responsibilities!

Provide excellent customer service in an inbound customerserviceenvironmentandthroughdigitizedcorrespondencewithcustomers solicitors brokersand other stakeholders.

Support thecustomerthrough their mortgage inquiries byidentifying customer needs andprovidingappropriate options and solutions.

Provide accurate information regarding our products and services.

Fulfillcustomer expectations in a way that also complies with policiesand 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 ascustomercontact information and requested account changes.

Meet expectationsaccordingto outlined qualitycriteria 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.

Lets Talk About You!

Demonstrated front line customer service experience (for a minimum of 12 months) in financeor mortgage industry.

Post-secondary education (diploma).

Knowledge of commercial and residential lending products related legal terminologyand 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 toeasilybuildrapport and foster positive relationships withboth customers and team members.

Exceptional interpersonal and communication skills written and oralin both English and Mandarin.

Strong activelistening skills with the ability to engage with the customer.

Professional and courteoustelephone manner.

Previousexperience withHome Equity Line of Credit (HELOC)product.

Strong mathematical and analytical skills.

Computer literate (MS Outlook MS Word MS Excel).

Ability to ensure customerissuesare handled appropriately andescalating issues when necessary.

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

The incumbent will be working hybrid and in office time will be spent working from Equitable Banks additional office space located at 2200-25 Ontario Street Toronto ON.

Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyones diverse experiences and 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 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 cant wait to get to know you!

Required Experience:

Join a ChallengerBeing a traditional bank just isnt our thing so we challenge ourselves to get creative in providing innovative banking solutions for Canadians. How do we get there With a talented team of inquisitive and agile challengers that break through the status quo. So if youre passionate abo...