--- title: 'Bilingual Customer Care Representative at EQ Bank | Canada''s Challenger Bank' canonical: 'https://feeny.ai/job/bilingual-customer-care-representative-eq-bank-canada-s-challenger-bank-remote-d34jyafeevpw' type: 'job' last_seen: '2026-11-10' --- # Bilingual Customer Care Representative at EQ Bank | Canada's Challenger Bank - **Company:** EQ Bank | Canada's Challenger Bank - **Location:** Remote - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-11-06 - **Last confirmed live:** 2026-11-10 - **Apply:** https://jobs.lever.co/eqbank/8d4e6915-2710-4fa1-9a30-f68ab36605ad ## Job description Joignez-vous à la Banque Qui Défie Être une banque traditionnelle n’est tout simplement pas notre genre. Alors nous relevons le défi de faire preuve de créativité en offrant des solutions bancaires novatrices aux Canadiens. Comment? Avec une équipe talentueuse de challengers curieux qui savent s’adapter et remettre en question le statu quo. Si redéfinir l’avenir des services bancaires vous tient à cœur et que vous souhaitez le faire en ayant du plaisir, cette occasion pourrait être idéale pour vous. Notre entreprise continue de croître : nous servons aujourd’hui plus de 800 000 personnes au Canada par l’entremise de la Banque Équitable, La Banque Qui Défie du Canada, et nous existons depuis plus de 50 ans. La filiale en propriété exclusive de la Banque Équitable, la Banque Concentra, appuie les coopératives de crédit du Canada qui servent plus de six millions de membres. Ensemble, nous avons plus de 142 milliards de dollars d’actifs sous gestion et administration combinés, avec la mission claire de stimuler l’évolution des services bancaires canadiens pour enrichir la vie des gens. Notre plateforme numérique Banque EQ (eqbank.ca/fr) remporte la faveur de nos clients, à qui nous devons notre place parmi les meilleures banques du Canada sur la liste des meilleures banques au monde de Forbes depuis 2021. Join a Challenger Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong with us. You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together. We are a big (and growing!) family. Overall we serve more than 800,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members. Together we have over $142 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our customers have named our EQ Bank digital platform (eqbank.ca) one of the top banks in Canada on the Forbes World's Best Banks list since 2021. 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. An integral member of the Digital Banking team, this individual will collaborate daily with Digital Operations, IT Operations, Global Security, and Marketing teams. This 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. The work ! - Deliver 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. - Field large volumes of inbound calls and chats while maintaining best-in-class service standards and meeting response and resolution SLAs. - Own the digital onboarding experience and support customers through successful account setup and issue resolution. - Strive to resolve customer inquiries at first contact and escalate issues in accordance with EQ Bank's complaint handling process. - Communicate effectively with customers and represent EQ Bank's core values of Respect, Agility, Integrity, Service, and Empowerment. - Execute established controls to ensure adherence to regulatory requirements, company policies, and Code of Conduct & Ethics. - Identify and recommend opportunities for continuous improvement related to customer experience and product delivery. - Participate in ongoing training and professional development opportunities to expand product knowledge and career development within the organization. Shifts and training Shifts & Training - Training Period - 6 weeks of mandatory training. - Monday to Friday. - 9:00 a.m. to 5:30 p.m. EST. Training is delivered entirely in English. Candidates should be comfortable learning new systems, policies, and procedures in English. - Post-Training Schedule Main shifts include: - 8:00 a.m. to 4:00 p.m. - 12:00 p.m. to 8:00 p.m. - 2:00 p.m. to 10:00 p.m. - 4:00 p.m. to 12:00 a.m. Additional staggered shifts may be assigned based on business requirements. - Schedules are provided approximately two weeks in advance and are generally set for one to two months. - Evening and weekend availability is required. Candidates should be available to work scheduled shifts between 8:00 a.m. and 12:00 a.m. EST, including weekends. Please note that shift assignments are determined based on business needs and schedule accommodations may be limited. ## Benefits of Joining the Team - 100% remote work. - Growth and internal mobility opportunities. - Full medical and dental coverage after 3 months. - Annual bonus program tied to company and individual performance. Many team members progress into specialized banking functions and leadership opportunities after gaining foundational experience within Customer Care. Work for one of Canada's leading digital banks in a collaborative, customer-focused environment. Knowledge / Skill Requirements ## Experience - 1-3 years of customer service experience in banking, financial services, contact centres, telecommunications, insurance or other customer-facing environments. - Previous call centre experience is considered an asset. - One or more years of banking or financial services experience is an asset. - Post-secondary education or certification in a related field is desirable. ## Skills & Competencies - Strong ability to adapt to change. - Demonstrated ability to take ownership of issues and drive them through to resolution. - Ability to navigate difficult customer conversations while maintaining professionalism and empathy. - Excellent verbal and written communication skills. - Strong problem-solving skills and ability to work in a fast-paced environment. - Experience working independently with a high degree of autonomy. - Ability to learn and utilize multiple software applications, including CRM platforms and Microsoft Office Suite. Language Requirements Bilingualism (French and English) is required. Candidates must be comfortable communicating professionally with customers in both languages through verbal and written channels. We are looking for candidates who can confidently support customers in both official languages. Clear, professional, and effective communication is essential. Job Complexities / Thinking Challenges The position requires the incumbent to be a self-starter and effectively manage competing priorities while delivering an exceptional customer experience. The incumbent must possess the ability to handle difficult customer interactions, escalations, and complaints while maintaining professionalism and composure. The incumbent will quickly become familiar with systems, policies, and departmental processes and maintain a strong understanding of regulatory requirements. Success in this role requires strong adaptability, continuous learning, and the ability to navigate change in a fast-paced digital banking environment. Ce que nous offrons [pour les postes permanents à temps plein] 💰 Prime discrétionnaire concurrentielle ✨ Programme de jumelage de REER de premier plan sur le marché 🩺  Soins médicaux, dentaires, de la vue, assurances vie et invalidité 📝  Régime d’achat d’actions des employés 👶🏽 Prestations complémentaires pour congé de maternité ou parental pendant que vous prenez soin de votre  enfant 🏝 Politique de vacances généreuse et jours personnels 🖥  Activités virtuelles pour établir des liens avec vos collègues 🎓  Allocation annuelle de perfectionnement professionnel et un programme complet de perfectionnement professionnel 💛  Une occasion enrichissante de rejoindre l’une des FinTechs et de contribuer à créer un nouveau type d’expérience bancaire ## What we offer [For full-time permanent roles] 💰 Competitive discretionary bonus ✨ Market leading RRSP match program 🩺  Medical, dental, vision, life, and disability benefits 📝  Employee Share Purchase Plan 👶🏽 Maternity/Parental top-up while you care for your little one 🏝 Generous vacation policy and personal days 🖥  Virtual events to connect with your fellow colleagues 🎓  Professional development and comprehensive Career Development program 💛  A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience La Banque Équitable est profondément engagée en faveur de l’inclusion. Notre organisation est plus forte et nos employés s’épanouissent lorsque nous honorons et célébrons les expériences et les points de vue diversifiés de chacun. Parallèlement à cet engagement, nous appuyons et encourageons nos employés à s’épanouir non seulement dans leur cheminement de carrière, mais aussi sur le plan personnel. Nous nous engageons à offrir un processus de recrutement et un milieu de travail sans obstacle à tous les candidats. Veuillez nous faire part de toute mesure d’adaptation nécessaire pour que vous puissiez donner le meilleur de vous-même dans le processus de demande d’emploi et par la suite. Nous avons hâte de vous connaître! Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well. We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond. All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position. We can’t wait to get to know you! ## About EQ Bank | Canada's Challenger Bank ## Company Overview - **One-liner**: A Canadian challenger bank providing digital-first personal and commercial banking, lending, and asset management through its EQ Bank platform and parent company EQB Inc. - **Entity Type**: Public (TSX: EQB) - **Headquarters**: Toronto, Ontario, Canada - **Founded**: 1970 - **Founders**: Not publicly available ## Core Business - **Primary industries**: Banking, Financial Services, Digital Banking, Asset Management - **Target customers**: B2C (Canadian consumers), B2B (small businesses, credit unions, commercial real estate borrowers) - **Mission / purpose**: “Drive change in Canadian banking to enrich people’s lives” — challenging the status quo to bring more competition and better value to Canadians. ## Products & Services - **EQ Bank**: Canada’s first all-digital, cloud-based bank offering high-interest savings, registered accounts, GICs, and everyday banking (SaaS-like digital platform) - **Business Banking**: Recently launched all-digital banking platform for small businesses, offering greater value and a differentiated experience - **Commercial Banking**: Lending focused on insured multi-unit residential securitization, serving builders and renovators of rental apartment supply - **Insurance (Equitable Trust/Concentra)**: Home and auto insurance, estate and trust services - **Asset Management (ACM Advisors)**: Alternative asset management for institutional investors - **Credit Union Solutions**: Services for nearly 200 Canadian credit unions, serving approximately six million members ## Market Standing - **Valuation / Market Cap**: Not directly disclosed in provided sources; combined assets under management and administration are $151 billion (company overview) – $138 billion (annual report). Market cap is not publicly available in the provided data. - **Key Metric**: Annual revenue of $270 million (LinkedIn estimate); public company with SEC/TSX filings. - **Notable Investors / Partners**: Exclusive financial partner of Loblaw Companies Limited’s PC Optimum™ loyalty program (18+ million members). Recognized as one of Forbes’ World’s Best Banks (2021‑2025) and named top bank in Canada and North America by The Banker (Financial Times, 2025). - **Growth Signals**: 607,000 EQ Bank customers at end of Q4 2025 (18% YoY increase); directly serves over 779,000 customers; employee count grew to ~1,950 (from ~1,360 on LinkedIn, indicating significant hiring); moved into new national headquarters at EQ Bank Tower in Toronto (May 2025). ## Competitive Advantages - **First-mover digital advantage**: Canada’s first all-digital bank, built on a proprietary cloud platform that enables rapid product development and fintech collaborations. - **Challenger brand identity**: Distinct positioning as a “Challenger Bank™” that actively disrupts the big-five bank oligopoly, attracting customers seeking better value. - **Massive embedded reach**: Exclusive partnership with PC Optimum (18M+ members) gives EQ Bank deep integration into daily Canadian spending. - **Strong regulatory standing**: Operating as a Schedule I bank (7th largest by assets) with OSFI regulation, providing trust and stability. ## Strategic Focus - **Open banking leadership**: Advocating for and integrating open banking to give customers control over their financial data and enable better choices. - **Digital expansion**: Scaling the EQ Bank platform (record customer growth) and recently launching Business Banking to capture small business market. - **Innovation & efficiency**: Leveraging cloud-native platform to drive best-in-class cost efficiencies and rapidly innovate new products. - **Talent growth**: Investing in leadership development programs and building a pipeline of future leaders to sustain growth. ## Why Work Here - **Culture**: Recognized on LinkedIn Top Companies list for workplace growth and career progression (2024) and Canada’s Best Workplaces™ (2023). Emphasizes authenticity, inclusion, and a “Challenger” mindset. - **Work model**: Hybrid work model with flexible hours, generous vacation, and a “work from away” program. - **Compensation & benefits**: Comprehensive medical, dental, vision, fertility, and mental health support; company equity via stock matching; retirement savings plan with matching; 12 weeks top-up pay for parental leave. - **Growth & learning**: Annual learning budget; allowances for home office and wellness; structured internship, co-op, and Leadership Development Program (LDP) offering real responsibility, mentorship, and cross-functional rotations. - **Wellness**: Employee assistance program, sick days, life and disability insurance. - **Perks**: New national headquarters at EQ Bank Tower in downtown Toronto. ## Sources 1. [eqbank.ca - Company Overview](https://www.eqbank.ca/about-us/about/company-overview) 2. [eqbank.ca - Careers](https://www.eqbank.ca/about-us/about/careers) 3. [jobs.lever.co/eqbank - Job listings](https://jobs.lever.co/eqbank) 4. [linkedin.com/company/-eqbank - LinkedIn company page](https://linkedin.com/company/-eqbank) 5. [filecache.investorroom.com - EQB 2025 Annual Report](https://filecache.investorroom.com/mr5ircnw_eqbank2/1591/EQB-2025_Annual_Report_Final.pdf) ## Other roles at EQ Bank | Canada's Challenger Bank - [Intern, Stress Testing, Risk Management](https://feeny.ai/job/intern-stress-testing-risk-management-eq-bank-canada-s-challenger-bank-toronto-226hh0x3wqj4) — Toronto, Canada - [Corporate Legal Assistant](https://feeny.ai/job/corporate-legal-assistant-eq-bank-canada-s-challenger-bank-toronto-q9agaqa8rjk0) — Toronto, Canada - [Customer Care Representative](https://feeny.ai/job/customer-care-representative-eq-bank-canada-s-challenger-bank-toronto-wxjp4rb1rxs8) — Toronto, Canada - [Payouts Administrator](https://feeny.ai/job/payouts-administrator-eq-bank-canada-s-challenger-bank-toronto-1ts2qz5fe009) — Toronto, Canada - [Intern - Product Management, Winter 2027](https://feeny.ai/job/intern-product-management-winter-2027-eq-bank-canada-s-challenger-bank-toronto-gsxm4femvynv) — Toronto, Canada - [Bilingual Fraud Analyst - Cards](https://feeny.ai/job/bilingual-fraud-analyst-cards-eq-bank-canada-s-challenger-bank-toronto-h6qnm3rg3yyr) — Toronto, Canada - [Product Manager, Digital Banking (18 Month Contract)](https://feeny.ai/job/product-manager-digital-banking-18-month-contract-eq-bank-canada-s-challenger-jgt25w13s2sg) — Toronto, Canada - [Senior Technical Program Manager (18 Month Contract)](https://feeny.ai/job/senior-technical-program-manager-18-month-contract-eq-bank-canada-s-challenger-5hwtj8mqrn1m) — Toronto, Canada - [Bilingual Fraud Officer - Contract Position.](https://feeny.ai/job/bilingual-fraud-officer-contract-position-eq-bank-canada-s-challenger-bank-z3tddp3wdta1) — Toronto, Canada - [Fraud Analyst - Cards](https://feeny.ai/job/fraud-analyst-cards-eq-bank-canada-s-challenger-bank-toronto-g67f6y43999s) — Toronto, Canada