Customer Success Representative

4 weeks ago

Toronto, Canada Equitable Bank Full time

The Work

Deliver exceptional customer service to members and customers by identifying banking needs and providing accurate information and guidance on EQ Bank’s suite of products and offeringsStrive to resolve customer issues and queries at first-contact and escalate issues in accordance to EQ Bank’s complaints handling processEnsuring customer satisfaction by demonstrating a well diverse and extensive knowledge of Registered Plan product legislation, as well as policies and proceduresStrong knowledge of various registered plan locked in pension jurisdictions, with the ability to simplify account set up and withdrawal requirements for clients and provide necessary paperworkAssist credit unions and clients with client onboarding and administration of registered plans, including RRSP, RRIF , Locked In plans, TFSA, RESP and RDSP plans.Field large volumes of inbound calls and chats and ensure best-in-class service standards, while providing a one-stop shop client service approach, maintaining the customer relationshipFirst line of support for incoming customer complaints, with the ability to often resolve without the need of further escalationMaintain and update access to the Customer portal for credit unions and internal staff as requiredAct as the liaison between the various administrative teams and the client/credit unionMake an outbound program and product calls as required to various customer groupsHandling of general Mortgage Trust questions and assisting credit unions with existing tools and mortgage documentsPromptly responding to client inquiries received through telephone calls and email/secure messaging, ensuring service standards are adhered toAbility to effectively probe client’s needs and provide solutions to meet those needs

Let's Talk About You

Minimum of 3 years of financial service experience with a focus on Registered plansBachelor’s degree in business, related field, or equivalent experience- Expert level of Registered Plan knowledge ( ie RRSP, RRIF, TFSA, RESP, and RDSP)General overall understanding of all areas within Concentra Bank/Trust and EQB to direct inquiries accurately ( ie Commercial Banking, Leasing, etc)Strong customer service orientation Able to perform well in a high-volume, high-intensity work environment with changing prioritiesKnowledge of all credit union/commercial program requirements and pricing ( ie DRP, CU, CUDP and separately registered)Working knowledge of Trust and estate programs to best direct the caller/credit unionWhat 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, personal days and even a moving day 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 experienceThe incumbent will be working hybrid and in office time will be spent working from Equitable Bank’s additional office space located at 351 King Street East, Toronto, ON.

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