Remote Operations Officer - 9 months contract

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 670,000 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 $125 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, Support Operations, the Operations Officer is responsible for a variety of functions within the Digital Banking group that include client onboarding, problem resolution, customer communication, processing of transactions, and data input. The Officer is responsible for performing the role with a high degree of accuracy and with a superb level of customer service and professionalism.

The Work !

• 20% Customer Service - Perform a high level of Customer Service by:
• Promptly responding to client inquiries received from the Contact Centre, Fraud Group or directly from clients
• Ensure customer satisfaction; must be well versed in product knowledge and features as well as policies and procedures
• Resolving any issues that may arise and escalating as needed
• 30% Client Onboarding Review and Input : Facilitate the regulatory onboarding of customers in an efficient, compliant, and client-centric manner. Rapidly triage and escalate complex issues to management for resolution. For each application being processed:
• Ensure all required record keeping documentation has all been received in good order
• Confirm receipt of initial deposit and resolving discrepancies or recommending exceptions where and when appropriate
• Input the deposit details accurately into the banking system.
• 50% Processing - On a daily or periodic basis, Officers must review & process:
• Cheque deposits
• Incoming EFTs
• Returned items
• Transfer-In and Transfer-Out requests for Registered Retirement Savings Plan (RRSP) & Tax-free savings account (TFSA) 

Let's Talk About You !

• Minimum of 2 years’ proven financial services operations experience
• Exhibit sufficient judgment to detect, solve, or escalate problems efficiently and effectively
• High level of accuracy in daily tasks, the ability to prioritize and multitask
• Strong computer skills; ability to work independently on assigned tasks
• Excellent oral/written communication, relationship management, and time management skills are a must
• Must be able to operate effectively within a fast-paced environment with tight time frames which are closely scrutinized by Senior/Executive Management
• Strong Customer Service orientation
• Able to perform well in a high volume, high intensity environment
• Product knowledge of Deposit & Registered products would be an asset
• Proficient computer skills including, MS Office
• May be required to be on call, and to work occasional weekend/holiday/evening hours
• Schedules will be in shifts to service clients from 8AM – 8PM EST

#LI-Hybrid

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

Annual professional development allowance and a comprehensive Career Development program

A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

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!