Experienced Bilingual Customer Care Representative – Digital Banking Team

At arenaflex, we're on a mission to revolutionize the way people interact with our digital banking services. As a key member of our Digital Banking team, you'll play a vital role in delivering exceptional customer experiences across all channels of communication. If you're passionate about providing top-notch service, navigating complex issues, and building lasting relationships with our customers, we want to hear from you!

About arenaflex

arenaflex is a leading digital banking institution that's committed to empowering individuals and businesses to achieve their financial goals. Our innovative approach to banking has earned us a reputation for excellence, and we're constantly seeking talented individuals who share our passion for delivering exceptional customer experiences.

The Work

As a Bilingual Customer Care Representative, you'll be the face of arenaflex, interacting directly with customers to understand their needs, troubleshoot issues, and provide accurate information and guidance on our suite of products and offerings. You'll be an integral part of our Digital Banking team, collaborating daily with Digital Operations, IT Operations, Global Security & Marketing teams to ensure seamless customer experiences across all channels of communication. Your key responsibilities will include:

• Delivering exceptional customer service to arenaflex'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 arenaflex'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 arenaflex's complaints handling process
• Communicating effectively with customers and propagating arenaflex'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 arenaflex 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'll 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're looking for a highly motivated and customer-focused individual who possesses:

• 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 arenaflex?

As a Bilingual Customer Care Representative at arenaflex, you'll enjoy:

• Competitive compensation and benefits package
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Access to cutting-edge technology and tools
• Flexible work arrangements and work-life balance
• Opportunities to work with a diverse and talented team

If you're passionate about delivering exceptional customer experiences and building lasting relationships with our customers, we want to hear from you! Apply now to join our team as a Bilingual Customer Care Representative and be part of arenaflex's mission to revolutionize the way people interact with our digital banking services. Apply for this job