Customer Care Representative

Equitable Bank

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Interact directly with customers to understand their financial needs and provide timely, accurate solutions across all communication channels.
• Troubleshoot and resolve customer issues related to banking products, lending services, trust solutions, and credit union offerings.
• Answer inquiries regarding Equitable Bank’s financial services, including those tied to the PC Optimum™ loyalty program and its integration with customer accounts.
• Perform proactive account maintenance to ensure accuracy, compliance, and optimal customer experience.
• Deliver seamless customer service experiences through phone, email, chat, and other digital platforms as part of the Digital Banking team.
• Collaborate daily with Digital Operations, IT Operations, Global Security, and Marketing teams to escalate issues, improve processes, and align on customer-facing updates.
• Adhere to regulatory standards and internal policies while handling sensitive customer financial information.
• Contribute to a culture of continuous improvement by identifying patterns in customer concerns and suggesting enhancements to service workflows.
• Support the broader mission of Equitable Bank to challenge traditional banking norms by providing smarter, faster, and more connected financial experiences.
• Maintain high standards of professionalism, empathy, and accuracy in all customer interactions to build trust and loyalty.
• Participate in ongoing training to stay current on product changes, system updates, and service protocols.
• Track and document all customer interactions in accordance with internal CRM and compliance requirements.
• Work within performance metrics and service level agreements to ensure timely resolution and customer satisfaction.
• Serve as a frontline representative for nearly 4 million Canadian customers and over 18 million PC Optimum™ program members.
• Operate in a fast-paced, dynamic environment where responsiveness and problem-solving are critical to customer retention and brand reputation.

🎯 Requirements

• Proven experience in customer service or call center environment
• Strong communication skills in English, both written and verbal
• Ability to handle sensitive financial information with confidentiality and compliance
• Proficiency in using CRM systems and digital service platforms
• Demonstrated ability to resolve customer issues efficiently and accurately
• Comfort working in a remote environment with reliable internet and quiet workspace

🏖️ Benefits

• Remote work flexibility with no requirement to relocate
• Opportunity to work with a leading Canadian financial institution serving millions
• Exposure to innovative banking solutions and the PC Optimum™ loyalty ecosystem
• Ongoing training and professional development opportunities

Skills & Technologies

Remote

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Equitable Bank

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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.

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