Bilingual, Customer Service Specialist

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 Customer Service Specialist is responsible for providing exceptional customer service to Equitable Bank's existing borrowers via telephone and email. They must possess a broad range of knowledge, including the mortgage life cycle and Equitable Bank's mortgage products and features.

• Provide excellent customer service in an inbound customer service environment and through electronic correspondence with borrowers, solicitors, brokers and other stakeholders.
• Support the borrower through their mortgage inquiries by identifying customer needs and providing appropriate options and solutions.
• Provide accurate information regarding our products and services.
• Fulfill customer expectations in a way that also complies with policies and procedures, for various functional areas of the mortgage life cycle.
• Participate in activities designed to improve customer satisfaction and business performance.
• Process various updates to the mortgage account such as borrower contact information and requested account changes.
• Meet expectations in regard to outlined call quality, compliance, and customer service standards while interacting with customers.
• Recognize appropriate retention triggers for renewal and refinance opportunities.
• Maintain accurate system records of inquiries and transactions processed.

• Demonstrated front line customer service experience (for a minimum of 12 months) in finance or mortgage industry
• Post-secondary education (diploma)
• Knowledge of commercial and residential lending products, related legal terminology and provincial and federal legislations
• Must be self-motivated with the ability to work with little or no supervision
• Ability to multi-task by navigating various systems while communicating with customers
• Ability to easily build rapport and foster positive relationships with both customers and team members
• Exceptional interpersonal and communication skills – written and oral
• Strong active listening skills with the ability to engage with the customer
• Professional and courteous telephone manner
• Previous experience with Home Equity Line of Credit (HELOC) product
• Strong mathematical and analytical skills
• Computer literate (MS Outlook, MS Word, MS Excel)
• Ability to ensure customer issues are handled appropriately, and escalating issues when necessary

What we offer [For full-time permanent roles]

\uD83D\uDCB0 Competitive discretionary bonus

Market leading RRSP match program

\uD83E\uDE7A Medical, dental, vision, life, and disability benefits

\uD83D\uDCDD Employee Share Purchase Plan

\uD83D\uDC76\uD83C\uDFFD Maternity/Parental top-up while you care for your little one

\uD83C\uDFDD Generous vacation policy and personal days

\uD83D\uDDA5 Virtual events to connect with your fellow colleagues

\uD83C\uDF93 Annual professional development allowance and a comprehensive Career Development program

\uD83D\uDC9B 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 Ontario Street, 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