Overview
Customer Success Representative Jobs in Toronto at EQ Bank | Equitable Bank
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.
This position’s primary purpose is to assist credit unions, agents, commercial clients, internal and direct clients with client onboarding, day to day registered plan administration assistance, troubleshoot issues, problem resolution and customer communication within a call centre environment, ensuring a seamless customer experience is delivered.
The Work !
Deliver exceptional customer service to members and customers by identifying banking needs and providing accurate information and guidance on EQ Bank’s suite of products and offerings
Strive to resolve customer issues and queries at first-contact and escalate issues in accordance to EQ Bank’s complaints handling process
Ensuring customer satisfaction by demonstrating a well diverse and extensive knowledge of Registered Plan product legislation, as well as policies and procedures
Strong knowledge of various registered plan locked in pension jurisdictions, with the ability to simplify account set up and withdrawal requirements for clients and provide necessary paperwork
Assist credit unions and clients with client onboarding and administration of registered plans, including RRSP, RRIF , Locked In plans, TFSA, RESP and RDSP plans.
Field large volumes of inbound calls and chats and ensure best-in-class service standards, while providing a one-stop shop client service approach, maintaining the customer relationship
First line of support for incoming customer complaints, with the ability to often resolve without the need of further escalation
Maintain and update access to the Customer portal for credit unions and internal staff as required
Act as the liaison between the various administrative teams and the client/credit union
Make an outbound program and product calls as required to various customer groups
Handling of general Mortgage Trust questions and assisting credit unions with existing tools and mortgage documents
Promptly responding to client inquiries received through telephone calls and email/secure messaging, ensuring service standards are adhered to
Ability to effectively probe client’s needs and provide solutions to meet those needs
Let’s Talk About You !
Minimum of 3 years of financial service experience with a focus on Registered plans
Bachelor’s degree in business, related field, or equivalent experience- Expert level of Registered Plan knowledge ( ie RRSP, RRIF, TFSA, RESP, and RDSP)
General overall understanding of all areas within Concentra Bank/Trust and EQB to direct inquiries accurately ( ie Commercial Banking, Leasing, etc)
Strong customer service orientation
Able to perform well in a high-volume, high-intensity work environment with changing priorities
Knowledge of all credit union/commercial program requirements and pricing ( ie DRP, CU, CUDP and separately registered)
Working knowledge of Trust and estate programs to best direct the caller/credit union
What we offer [For full-time permanent roles]
uD83DuDCB0 Competitive discretionary bonus
✨ Market leading RRSP match program
uD83EuDE7A Medical, dental, vision, life, and disability benefits
uD83DuDCDD Employee Share Purchase Plan
uD83DuDC76uD83CuDFFD Maternity/Parental top-up while you care for your little one
uD83CuDFDD Generous vacation policy, personal days and even a moving day
uD83DuDDA5 Virtual events to connect with your fellow colleagues
uD83CuDF93 Annual professional development allowance and a comprehensive Career Development program
uD83DuDC9B 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 Bank’s additional office space located at 351 King Street East, 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. 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!
Title: Customer Success Representative
Company: EQ Bank | Equitable Bank
Location: Toronto
