Customer Care Representative

About EQB

EQB has been rethinking banking since 1970 with the goal of helping more Canadians move ahead through faster, smarter, and better-connected financial solutions. The company serves nearly 4 million people across the country with services that span banking, lending, trust, and credit union offerings. It also partners exclusively with Loblaw Companies Limited’s PC Optimum™ program, reaching more than 18 million members.

As part of a team that challenges conventional banking ideas, you’ll help shape a different kind of customer experience for Canadians and the businesses that support the economy.

The Role

Reporting to the Manager, Customer Contact Centre, the Customer Care Representative will work directly with customers to understand their needs, troubleshoot problems, answer banking and product questions, resolve issues, and complete proactive account maintenance. This position plays an important part in the Digital Banking team and partners closely with Digital Operations, IT Operations, Global Security, and Marketing.

Key Responsibilities

• Provide outstanding service to current and prospective customers by understanding their banking needs and giving clear, accurate guidance on products and services.
• Handle a high volume of inbound calls and chat conversations while maintaining strong service quality and meeting response and resolution targets.
• Take ownership of the digital onboarding journey, support customers through setup, solve issues that come up, and keep relevant stakeholders updated in a timely manner.
• Work toward first-contact resolution whenever possible and escalate matters according to the company’s complaints handling process.
• Communicate with professionalism and reflect the organization’s values of Respect, Agility, Integrity, Service, and Empowerment.
• Apply required controls to comply with regulations, company policies, and the Code of Conduct and Ethics.
• Spot opportunities to improve customer experience and product delivery, and actively contribute to implementing those improvements.

Work Schedule

The initial training period lasts 6 weeks and runs from 9:00 AM to 5:00 PM. After training, the role operates on one of four EST shifts: 8:00 AM to 4:00 PM, 12:00 PM to 8:00 PM, 2:00 PM to 10:00 PM, or 4:00 PM to 12:00 AM. Shifts are assigned based on business needs, shared several weeks ahead of time, and generally remain fixed for 1 to 2 months. Candidates should be ready to work evenings and weekends.

What You Bring

• 1 to 3 years of experience in a call centre or customer service environment, preferably handling phone support.
• A post-secondary degree or certification in a related area such as hospitality or finance is preferred.
• Banking experience is an advantage.
• Strong adaptability and comfort with change.
• The ability to take ownership of issues and follow them through to resolution.
• Confidence in handling difficult customer conversations in a professional, solution-oriented way.
• Strong verbal and written communication skills.
• Solid problem-solving ability and the capacity to perform well in a fast-paced environment.
• Experience working independently with a high level of self-direction.
• Comfort using different tools and systems, including CRM platforms and Microsoft Office Suite.

Benefits

• Competitive discretionary bonus for permanent full-time employees.
• Market-leading RRSP matching program.
• Medical, dental, vision, life, and disability coverage.
• Employee Share Purchase Plan.
• Maternity/parental top-up support.
• Generous vacation policy and personal days.
• Virtual events that help employees connect with colleagues.
• Professional development support and a comprehensive career development program.
• Opportunity to join one of the leading fintech organizations and help build a new banking experience.

Inclusion and Hiring Notes

EQB is committed to an inclusive, accessible workplace where employees feel respected, valued, and supported. The company offers a barrier-free recruitment process and workplace accommodations where needed.

As part of hiring, AI may be used to help screen, assess, or shortlist applicants, with all outputs reviewed by the talent team. Candidates selected for hire must successfully pass both a criminal background check and a credit check.

EQB Inc. is the parent company of Equitable Bank and operates EQ Bank, Canada’s Challenger Bank™. The company serves nearly 4 million Canadians and manages approximately $150 billion in combined assets under management and administration.