Bilingual Service Representative

3 days ago


Toronto, Ontario, Canada Equitable Group Full time

We are looking for a highly motivated and detail-oriented Bilingual Service Representative to join our team at Equitable Group.

About the Role

The Bilingual Service Representative will be responsible for interacting directly with customers, understanding their needs, troubleshooting issues, answering product and banking inquiries, resolving issues, performing proactive account maintenance, and delivering a seamless customer experience across all channels of communication.

Main Responsibilities:
  1. 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
  2. Field large volumes of inbound calls and chats and ensure best-in-class service standards, while meeting EQ Bank's response and resolution SLAs
  3. 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
  4. Communicate effectively with customers and propagate EQ Bank's core values of Respect, Agility, Integrity, Service, and Empowerment to build lasting customer relationships
Skills and Qualifications:
  • 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


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