{"id":3886241,"url":"https://alion.io/job/equitable-bank-bilingual-customer-care-representative","title":"Bilingual Customer Care Representative","company":{"id":449783,"name":"Equitable Bank","domain":"equitablebank.ca","url":"https://alion.io/company/eq-bank-equitable-bank","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":81,"open_postings":8,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":49,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"EST","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-11-06T19:34:45Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-10T07:30:40Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Reporting to the Manager, Customer Contact Centre, the Bilingual Customer Care Representative will interact directly with customers, understand their needs, troubleshoot issues, answer product and banking inquiries, resolve issues, perform proactive account maintenance, and deliver a seamless customer experience across multiple communication channels.\nAn integral member of the Digital Banking team, this individual will collaborate daily with Digital Operations, IT Operations, Global Security, and Marketing teams.\nThis role is an excellent entry point into the banking industry and offers opportunities for career growth across areas such as Operations, Lending, Fraud, Quality Assurance, and Leadership.\nThe work !\nDeliver exceptional customer service to EQ Bank's prospective and existing customers by identifying their banking needs and providing accurate information and guidance on EQ Bank's suite of products and offerings.\nField large volumes of inbound calls and chats while maintaining best-in-class service standards and meeting response and resolution SLAs.\nOwn the digital onboarding experience and support customers through successful account setup and issue resolution.\nStrive to resolve customer inquiries at first contact and escalate issues in accordance with EQ Bank's complaint handling process.\nCommunicate effectively with customers and represent EQ Bank's core values of Respect, Agility, Integrity, Service, and Empowerment.\nExecute established controls to ensure adherence to regulatory requirements, company policies, and Code of Conduct & Ethics.\nIdentify and recommend opportunities for continuous improvement related to customer experience and product delivery.\nParticipate in ongoing training and professional development opportunities to expand product knowledge and career development within the organization.\nShifts and training\nShifts & Training\nTraining Period\n6 weeks of mandatory training.\nMonday to Friday.\n9:00 a.m. to 5:30 p.m. EST.\nTraining is delivered entirely in English. Candidates should be comfortable learning new systems, policies, and procedures in English.\nPost-Training Schedule\nMain shifts include:\n8:00 a.m. to 4:00 p.m.\n12:00 p.m. to 8:00 p.m.\n2:00 p.m. to 10:00 p.m.\n4:00 p.m. to 12:00 a.m.\nAdditional staggered shifts may be assigned based on business requirements.\nSchedules are provided approximately two weeks in advance and are generally set for one to two months.\nEvening and weekend availability is required.\nCandidates should be available to work scheduled shifts between 8:00 a.m. and 12:00 a.m. EST, including weekends.\nPlease note that shift assignments are determined based on business needs and schedule accommodations may be limited.\nBenefits of Joining the Team\n100% remote work.\n$2,500 annual educational reimbursement allowance.\nGrowth and internal mobility opportunities.\nFull medical and dental coverage after 3 months.\nAnnual bonus program tied to company and individual performance.\nMany team members progress into specialized banking functions and leadership opportunities after gaining foundational experience within Customer Care.\nWork for one of Canada's leading digital banks in a collaborative, customer-focused environment.\nKnowledge / Skill Requirements\nExperience\n1-3 years of customer service experience in banking, financial services, contact centres, telecommunications, insurance or other customer-facing environments.\nPrevious call centre experience is considered an asset.\nOne or more years of banking or financial services experience is an asset.\nPost-secondary education or certification in a related field is desirable.\nSkills & Competencies\nStrong ability to adapt to change.\nDemonstrated ability to take ownership of issues and drive them through to resolution.\nAbility to navigate difficult customer conversations while maintaining professionalism and empathy.\nExcellent verbal and written communication skills.\nStrong problem-solving skills and ability to work in a fast-paced environment.\nExperience working independently with a high degree of autonomy.\nAbility to learn and utilize multiple software applications, including CRM platforms and Microsoft Office Suite.\nLanguage Requirements\nBilingualism (French and English) is required. Candidates must be comfortable communicating professionally with customers in both languages through verbal and written channels.\nWe are looking for candidates who can confidently support customers in both official languages. Clear, professional, and effective communication is essential.\nJob Complexities / Thinking Challenges\nThe position requires the incumbent to be a self-starter and effectively manage competing priorities while delivering an exceptional customer experience.\nThe incumbent must possess the ability to handle difficult customer interactions, escalations, and complaints while maintaining professionalism and composure.\nThe incumbent will quickly become familiar with systems, policies, and departmental processes and maintain a strong understanding of regulatory requirements.\nSuccess in this role requires strong adaptability, continuous learning, and the ability to navigate change in a fast-paced digital banking 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