Bilingual Customer Care Representative

EQ Bank | Equitable Bank

. Deliver exceptional customer service to EQ Bank's prospective and existing customers by identifying their banking needs and providing accurate information and guidance on EQ Bank's suite of products and offerings .

Posted 11/6/2026full-timeRemote • CanadaJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in delivering exceptional customer service within the banking and financial services sector, effectively resolving inquiries and enhancing the customer experience. Proficient in navigating complex customer interactions while adhering to regulatory requirements and company policies.

Highest-signal resume keywords

Customer Service ExperienceBanking KnowledgeBilingual CommunicationProblem-Solving SkillsCRM Software Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceBankingFinancial ServicesCall Centre OperationsProblem SolvingAccount SetupRegulatory ComplianceDigital OnboardingProactive Account MaintenanceSoftware Application Utilization

Soft Skills

AdaptabilityProfessionalismEmpathyEffective CommunicationAutonomy

Tools & Technologies

CRM PlatformsMicrosoft Office Suite

Certifications & Qualifications

Post-Secondary Education or Certification

Industry Keywords

Customer ExperienceComplaint HandlingContinuous ImprovementService Level AgreementsCode of Conduct & Ethics

About the role

Key responsibilities & impact

Deliver exceptional customer service to EQ Bank's prospective and existing 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 while maintaining best-in-class service standards and meeting response and resolution SLAs
Own the digital onboarding experience and support customers through successful account setup and issue resolution
Resolve customer inquiries at first contact and escalate issues in accordance with EQ Bank's complaint handling process
Communicate effectively with customers and represent EQ Bank's core values
Execute established controls to ensure adherence to regulatory requirements, company policies, and Code of Conduct & Ethics
Identify and recommend opportunities for continuous improvement related to customer experience and product delivery
Participate in ongoing training and professional development opportunities
Interact directly with customers, understand their needs, troubleshoot issues, answer product and banking inquiries, resolve issues, perform proactive account maintenance, and deliver a seamless customer experience across multiple communication channels
Collaborate daily with Digital Operations, IT Operations, Global Security, and Marketing teams
Report to the Manager, Customer Contact Centre

Requirements

What you’ll need

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
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
Bilingualism (French and English) is required
Candidates must be comfortable communicating professionally with customers in both languages through verbal and written channels
6 weeks of mandatory training, delivered Monday to Friday from 9:00 a.m. to 5:30 p.m. EST
Evening and weekend availability is required
Candidates should be available to work scheduled shifts between 8:00 a.m. and 12:00 a.m. EST, including weekends
All candidates considered for hire must successfully pass a criminal background check and credit check

Benefits

Comp & perks

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
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