Customer Care Representative

EQ Bank | Equitable Bank

. Interact directly with customers, understand their needs, troubleshoot issues, answer product and banking inquiries, resolve issues, and perform proactive account maintenance across all communication channels .

Posted 11/7/2026full-timeToronto • CanadaJuniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates strong customer service skills with the ability to resolve issues effectively and maintain professional communication. Proficient in managing customer inquiries and onboarding processes while adhering to regulatory requirements.

Highest-signal resume keywords

Customer Service ExperienceProblem-Solving SkillsVerbal And Written Communication SkillsCRM Software ProficiencyBanking Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Center ExperienceCustomer Issue ResolutionDigital OnboardingRegulatory ComplianceContinuous Improvement

Soft Skills

AdaptabilityProfessional MannerSelf-DirectionRelationship Building

Tools & Technologies

CRM SoftwareMicrosoft Office Suite

Certifications & Qualifications

Post-Secondary Degree Or Certification

Industry Keywords

BankingCustomer ExperienceCode Of Conduct And Ethics

About the role

Key responsibilities & impact

Interact directly with customers, understand their needs, troubleshoot issues, answer product and banking inquiries, resolve issues, and perform proactive account maintenance across all communication channels
Report to the Manager, Customer Contact Centre
Collaborate daily with Digital Operations, IT Operations, Global Security, and Marketing teams
Deliver exceptional customer service to EQ Bank’s prospective customers by identifying banking needs and providing accurate information and guidance on EQ Bank products and offerings
Field large volumes of inbound calls and chats while meeting response and resolution SLAs
Own the digital onboarding experience, help customers onboard successfully, resolve issues, and communicate status to stakeholders
Resolve customer issues and queries at first contact and escalate according to EQ Bank’s complaints handling process
Communicate effectively and promote EQ Bank’s values to build lasting customer relationships
Execute controls to comply with regulatory requirements, Equitable and EQ Bank policies, and the Code of Conduct and Ethics
Identify, recommend, and participate in continuous-improvement opportunities for customer experience and product delivery

Requirements

What you’ll need

1-3 years of call center and/or customer service experience is required for the role (on phone preferred)
Post-secondary degree or certification in related field of study is desirable such as hospitality or finance
Previous banking experience is considered an asset
Strong ability to adapt to change
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 problem-solving skills and ability to work in a fast paced environment
Experience working with a high degree of autonomy and self-direction
Ability to understand and use different software (CRM, Microsoft Office Suite)
All candidates considered for hire must successfully complete 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
Fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience