Lead Receptionist, Office Experience

Join a Challenger
Being a traditional bank just isn't 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 you're passionate about redefining the future of banking—while having fun—this could be your next big opportunity.

Our company continues to grow, and today we serve more than 670,000 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 six million members. Together we have over $125 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our customers have named our EQ Bank digital platform ) one of the top banks in Canada on the Forbes World's Best Banks list since 2021.

The Work

The purpose of this role is to lead and deliver a seamless, professional, and secure front-of-house experience that reflects the organization's values and commitment to excellence. This position ensures the efficient operation of reception and administrative functions, acting as a central point of contact for visitors, staff, and external stakeholders. It plays a critical role in maintaining excellent customer service and enhancing workplace productivity through proactive coordination, communication, and collaboration across departments. The role also contributes to continuous improvement initiatives, mentoring junior staff, and supporting broader office experience and administrative operations. Your presence should consistently demonstrate the behaviours expected of this role—calm, polished, courteous, and professional—which are aligned with the bank's core values.

The Core Responsibilities

• Lead the end-to-end management of the visitor experience, ensuring a professional, welcoming environment while maintaining strict adherence to physical security protocols and company compliance standards. Monitor visitor access and uphold security awareness across all office areas.
• Handle incoming calls with professionalism, efficiently answering, transferring, and resolving inquiries from clients, vendors, and the public. Greet and direct all visitors, delivering exceptional first impressions aligned with company values. Act as the escalation point for complex inquiries or issues at the front desk
• Train, mentor, and provide guidance to junior reception staff or temporary personnel.
• Manage incoming faxes via the fax server, ensuring accurate and timely delivery to recipients through email. Prepare outbound courier shipments and accept drop-offs, verifying that all client documentation and information meet compliance requirements
• Oversee meeting room and space bookings for executives and staff meetings, ensuring optimal scheduling and resource utilization.
• Support end-to-end invoice and expense processing for the organization, ensuring accuracy, compliance, and timely completion. Serve as either the primary or backup resource for invoice management based on business needs
• Collaborate closely with all business units, including Technology and Human Resources, to streamline daily operations and foster seamless communication across departments. Provide administrative support for special projects such as file copying, archiving, letter preparation, scanning, and data entry. Lead projects to enhance front desk operations, including technology upgrades and automation
• Assist with broader office experience initiatives, including administration and facilities to maintain a productive and efficient workplace environment as needed.
• Develop, maintain, and update comprehensive records of standards, procedures, and workflows to ensure consistency, compliance, and operational excellence

Let's Talk About You

• The ideal candidate must possess a minimum of 5 years of experience
• Supervisory/leadership experience would be an asset. Must be initiative-taking with the ability to work with little or no supervision
• A high school diploma; or equivalent (GED). Relevant post-secondary education is considered an asset.
• Working knowledge of Outlook, Word and Excel are required.
• Ability to work under pressure and multi-task in a very busy environment.
• Highly organized with business maturity, discretion, enthusiasm, and a cheerful outlook Administrative Skills.
• Strong professional image as the face of the Company
• Outstanding written and verbal communication skills.
• Customer Service Excellence
• Problem Solving & Decision Making. Ability to adapt to our rapidly changing environment as well as day-to-day unpredictability
• Process Improvement; must be able to identify inefficiencies and suggest improvements. Implement new systems or technologies to streamline operations

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

Annual professional development allowance and a comprehensive Career Development program

A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

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