French Bilingual Customer Experience Specialist

French Bilingual Customer Experience Specialist Join us to build a more rewarding financial future for all Canadians At Neo, we’re on a mission to build a more rewarding financial future for all Canadians. Life at a rapidly scaling tech startup isn’t for everyone. It’s complex, fast-paced, high-pressure, but also incredibly fulfilling. Since its founding in 2019, Neo has gained incredible traction and is one of the fastest-growing fintech companies in Canada. - #1 on Deloitte’s Technology Fast 50 for 2023, 2024, and 2025 https://www.newswire.ca/news-releases/neo-financial-achieves-first-ever-three-peat-win-as-number-one-on-deloitte-s-technology-fast-50-list-889692540.html — the first company ever to achieve a three-peat at the top! - #1 Fastest Growing Company in Canada for 2024 by Globe & Mail https://www.businesswire.com/news/home/20240927952651/en/Neo-Financial-Ranks-No.-1-on-The-Globe-and-Mail%E2%80%99s-2024-List-of-Canada%E2%80%99s-Top-Growing-Companies - Top-ranked mobile apps and credit cards - Team of 500+ people - 1M+ customers - 10K+ retail partners The Role The role of the Customer Success Specialist is to provide excellent customer support, act as a trusted advisor, and expertly resolve complex inquiries that build lasting trust in Neo Financial, while also driving revenue through customer retention and strategic cross-selling. This role focuses on high-impact interactions that require strategic thinking and a deep understanding of the customer's needs and Neo's product ecosystem. What You’ll Be Doing - Expertly resolve complex customer inquiries via phone and chat, focusing on issues that require deep product knowledge, critical thinking, and coordination across multiple teams. - Serve as a brand ambassador, proactively identifying opportunities to guide customers to the best solutions, which may include new products or services that align with their needs and financial goals, thereby driving cross-selling and retention. - Strategically navigate ambiguous situations and provide a clear path to resolution, acting with a high degree of autonomy and judgment. - Ensure meticulous documentation of all customer interactions in the CRM, capturing not only the resolution but also key insights for upstream prevention and process improvement, and potential revenue opportunities. - Maintain strict adherence to all defined service level agreements (SLAs), regulatory requirements, and internal policies. - Act as a primary point of contact for high-value or escalated customer interactions, demonstrating exceptional emotional intelligence and de-escalation skills. Who we are looking for: - 5+ years in a customer-facing role (in person or digital), preferably in a contact center environment. - Strong written and verbal communication skills in English with a clear, empathetic tone. (French bilingualism written/verbal is an asset) - Proven ability to handle escalations, resolve issues efficiently, and stay calm under pressure. - Strong typing skills with a recommended speed of at least 50 WPM - a typing test may be required during the interview process. - Comfortable managing multiple chat conversations simultaneously while maintaining accuracy and quality. - Has a solid understanding of financial services or financial literacy. - Naturally curious with an investigative mindset - you love solving problems and figuring things out. - Comfortable with change and learning on the fly - you adapt quickly in a fast-evolving environment. - Thrives in high-performing, feedback-driven teams where excellence is the norm and top performers are recognized and supported. Nice to have: - Experience with real-time support tools, reporting dashboards, and fin-tech apps. - Exposure to Quality Assurance frameworks and an interest in improving quality at scale. - A Bachelor's degree in a related field. - Background in FinTech, financial services or banking Le rôle Le rôle du Spécialiste en Expérience Client est de fou ... (truncated, view full listing at source)