Customer Service Specialist (English And Mandarin)

Join a Challenger

Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong with us. You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.

We are a big (and growing!) family. Overall we serve more than 370,000 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 5 million members. Together we have over $100 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our EQ Bank platform (eqbank.ca) has been named the top Schedule I Bank in Canada on the Forbes World's Best Banks 2023, 2022, and 2021 lists.

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.

The Work !

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

Let's Talk About You !

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

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, 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 experience

The 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.

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!