Experienced Bilingual Customer Care Representative – Digital Banking Team

Are you a customer-centric professional with a passion for delivering exceptional service in a fast-paced environment? Do you possess excellent communication skills, both written and verbal, and are proficient in both English and French? If so, we invite you to join the Digital Banking team at blithequark as a Bilingual Customer Care Representative. At blithequark, we are committed to providing our customers with a seamless and personalized experience across all channels of communication. As a Bilingual Customer Care Representative, you will play a vital role in achieving this goal by interacting directly with customers, understanding their needs, and resolving issues in a timely and professional manner.

About blithequark

blithequark is a leading financial institution dedicated to providing innovative and customer-centric banking solutions. Our team is passionate about delivering exceptional service and building lasting relationships with our customers. We are committed to fostering a culture of respect, agility, integrity, service, and empowerment, and we are seeking like-minded individuals to join our team.

The Work

As a Bilingual Customer Care Representative, you will be responsible for delivering exceptional customer service to blithequark's prospective customers by identifying their banking needs and providing accurate information and guidance on our suite of products and offerings. Your key responsibilities will include:

• Delivering exceptional customer service to blithequark's prospective customers by identifying their banking needs and providing accurate information and guidance on our suite of products and offerings
• Fielding large volumes of inbound calls and chats and ensuring best-in-class service standards, while meeting blithequark's response and resolution SLAs
• Owning the digital-onboarding experience and helping customers onboard successfully, resolving issues if any, and communicating status to all stakeholders involved in a timely manner
• Striving to resolve customer issues and queries at first contact and escalating issues in accordance with blithequark's complaints handling process
• Communicating effectively with customers and propagating blithequark's core values of Respect, Agility, Integrity, Service, and Empowerment to build lasting customer relationships
• Executing established controls to ensure adherence to regulatory requirements, Equitable, and blithequark policies and Code of Conduct and Ethics
• Identifying, recommending, and participating in the implementation of opportunities for continuous improvement relative to customer experience and product delivery

Shifts

As a Bilingual Customer Care Representative, you will be required to work a variety of shifts, including:

• Training Period: 6 weeks, 9:00 AM to 5:00 PM
• After the initial training period, the 4 main shifts are: 8 AM to 4 PM, 12 PM to 8 PM, 2 PM to 10 PM, and 4 PM to midnight, with a range of staggered start times in between
• Shifts will be assigned as per business needs but will be shared several weeks in advance and set for 1-2 months
• The incumbent should be prepared to work evening shifts and also on weekends

Let's Talk About You!

We are seeking a highly motivated and customer-centric individual with:

• 1-3 years of call center and/or customer service experience
• Post-secondary degree or certification in a related field of study, such as hospitality or finance
• Previous banking experience is considered an asset
• Strong ability to adapt to change
• Demonstrated ability to own an issue and drive to resolution
• Demonstrated ability to have difficult conversations with customers while maintaining a professional and proactive manner – both written and oral
• Excellent verbal and written communication skills
• Excellent problem-solving skills and ability to work in a fast-paced environment
• Experience working with a high degree of autonomy and self-direction
• Ability to understand and use different software (CRM, Microsoft Office Suite)
• Ability to communicate in French and English is essential (truly bi-lingual, both conversationally and in written channels like live chat)

Why Join blithequark?

As a Bilingual Customer Care Representative at blithequark, you will have the opportunity to:

• Work in a dynamic and customer-centric environment
• Develop your skills and knowledge in a fast-paced and ever-changing industry
• Collaborate with a talented team of professionals who share your passion for delivering exceptional service
• Enjoy a comprehensive benefits package, including competitive compensation, comprehensive health and dental benefits, and a generous retirement plan
• Participate in ongoing training and development opportunities to enhance your skills and career prospects
• Enjoy a flexible and supportive work environment that values work-life balance

How to Apply

If you are a motivated and customer-centric individual with a passion for delivering exceptional service, we invite you to apply for the Bilingual Customer Care Representative position at blithequark. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We thank all applicants for their interest; however, only those selected for an interview will be contacted. Apply for this job