This job has expired
This position was posted on October 21, 2025 and is likely no longer accepting applications. We've kept it here for historical reference. Check out the similar jobs below!
Job Overview
Location
Toronto
Job Type
Full-time
Category
Product Management
Date Posted
October 21, 2025
Full Job Description
đź“‹ Description
- • Be the voice of Canada’s Challenger Bank: every day you will field inbound calls and emails from existing mortgage borrowers across the country, delivering service in fluent English and French that turns routine inquiries into moments of genuine delight.
- • Own the full mortgage life-cycle conversation—from first payment questions to final discharge—guiding borrowers, solicitors, and brokers through product features, payment options, and policy nuances with clarity and empathy.
- • Diagnose needs quickly: listen actively, ask probing questions, and translate complex mortgage terminology into plain language so customers feel informed, empowered, and confident in their decisions.
- • Execute precise account updates—change of address, banking information, authorized contacts, HELOC limit adjustments—while maintaining 100 % accuracy in the core banking system and full compliance with federal and provincial regulations.
- • Spot retention triggers in real time: when a caller mentions renewal, refinance, or early payout, seamlessly pivot to uncover opportunities that keep the relationship with Equitable Bank strong and growing.
- • Champion first-call resolution by navigating multiple platforms (CRM, loan origination system, imaging repository) without putting the customer on hold, demonstrating the agility that defines our challenger mindset.
- • Protect the brand by meeting rigorous quality, compliance, and customer-satisfaction KPIs—call quality scores ≥ 90 %, CSAT ≥ 4.6/5, and adherence to KYC, AML, and privacy standards on every interaction.
- • Contribute to continuous improvement: log trends, surface pain points, and join cross-functional huddles that refine scripts, workflows, and digital self-serve tools, directly shaping the next release of our award-winning EQ Bank platform.
- • Collaborate with underwriting, funding, and collections teams to resolve escalations within service-level agreements, ensuring borrowers never feel bounced between departments.
- • Model inclusive service: adapt communication style to diverse cultural backgrounds, abilities, and comfort levels with technology, reinforcing Equitable Bank’s commitment to banking that enriches every Canadian’s life.
- • Work a flexible hybrid schedule anchored by our modern Toronto hub at 2200–25 Ontario Street, enjoying two days per week of energizing in-person collaboration and three days of focused remote excellence.
🎯 Requirements
- • Minimum 12 months of front-line customer service experience within finance, banking, or mortgage industry.
- • Post-secondary diploma or higher education credential.
- • Bilingual fluency (written and spoken) in English and French at a professional business level.
- • Demonstrated knowledge of residential and/or commercial mortgage products, HELOC, related legal terminology, and applicable federal & provincial legislation.
- • Proficiency with MS Office (Outlook, Word, Excel) and ability to multitask across multiple banking systems while on live calls.
🏖️ Benefits
- • Competitive discretionary bonus tied to personal and company performance.
- • Market-leading RRSP match program and Employee Share Purchase Plan to build long-term wealth.
- • Comprehensive medical, dental, vision, life, and disability benefits from day one.
- • Maternity & parental leave top-up plus generous vacation policy and personal days to support work-life balance.
Skills & Technologies
About Equitable Bank
Equitable Bank is a Canadian Schedule I bank founded in 1970 and headquartered in Toronto. It operates as a digital-first challenger bank under the EQ Bank brand, offering high-interest savings, GICs, mortgages, and small-business banking through online and mobile platforms. The bank focuses on providing competitive rates and low fees without physical branches, serving individuals, businesses, and institutional clients across Canada. It emphasizes transparency, customer experience, and technology-driven financial solutions.
Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.
Newsletter
Weekly remote jobs and featured talent.
No spam. Only curated remote roles and product updates. You can unsubscribe anytime.
Similar Opportunities
Extend Your Team, LLC
3 months ago
Affirm Holdings, Inc.
2 months ago
