French Bilingual Customer Experience Specialist at Neofinancial

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 [Upgrade to PRO to see link] — the first company ever to achieve a three-peat at the top! - #1 Fastest Growing Company in Canada for 2024 by Globe & Mail [Upgrade to PRO to see link] - 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 fournir un excellent soutien à la clientèle, d'agir en tant que conseiller de confiance et de résoudre avec expertise les demandes complexes qui bâtissent une confiance durable envers Neo Financial, tout en générant des revenus grâce à la rétention des clients et à la vente croisée stratégique. Ce rôle est axé sur des interactions à fort impact qui nécessitent une pensée stratégique et une compréhension approfondie des besoins des clients et de l'écosystème de produits de Neo. Ce que vous ferez - Résoudre avec expertise les demandes complexes des clients par téléphone et par clavardage, en mettant l'accent sur les problèmes qui nécessitent une connaissance - approfondie des produits, un esprit critique et une coordination entre plusieurs équipes. - Agir en tant qu'ambassadeur de la marque, en identifiant proactivement des occasions de guider les clients vers les meilleures solutions, pouvant inclure de nouveaux - produits ou services alignés à leurs besoins et objectifs financiers, favorisant ainsi la vente croisée et la rétention. - Naviguer stratégiquement dans des situations ambiguës et tracer une voie claire vers la résolution, en faisant preuve d'un haut degré d'autonomie et de jugement. - Assurer une documentation méticuleuse de toutes les interactions avec les clients dans le CRM, en capturant non seulement la résolution, mais aussi les informations clés - pour la prévention en amont, l'amélioration des processus et les occasions de revenus potentiels. - Maintenir une adhésion stricte à tous les accords de niveau de service, aux exigences réglementaires et aux politiques internes définis. - Agir comme point de contact principal pour les interactions avec les clients à haute valeur ou escaladées, en faisant preuve d'une intelligence émotionnelle exceptionnelle - et de compétences en désescalade. Ce que nous recherchons - 5 ans et plus dans un rôle en contact avec la clientèle (en personne ou en mode numérique), de préférence dans un environnement de centre de contact. - Solides compétences en communication écrite et verbale en anglais, avec un ton clair et empathique. (Le bilinguisme français écrit/verbal est un atout.) - Capacité démontrée à gérer les escalades, à résoudre les problèmes efficacement et à rester calme sous pression. - Solides compétences en dactylographie avec une vitesse recommandée d'au moins 50 MPM — un test de frappe pourrait être exigé lors du processus d'entrevue. - À l'aise pour gérer plusieurs conversations par clavardage simultanément tout en maintenant précision et qualité. - Bonne compréhension des services financiers ou de la littératie financière. - Naturellement curieux avec un esprit d'investigation — vous aimez résoudre des problèmes et trouver des solutions. - À l'aise avec le changement et l'apprentissage en cours de route — vous vous adaptez rapidement dans un environnement en constante évolution. - S'épanouit dans des équipes performantes axées sur la rétroaction, où l'excellence est la norme et les meilleurs éléments sont reconnus et soutenus. Atouts - Expérience avec des outils de soutien en temps réel, des tableaux de bord de rapports et des applications de technologie financière. - Exposition aux cadres d'assurance qualité et intérêt pour l'amélioration de la qualité à grande échelle. - Baccalauréat dans un domaine connexe. - Expérience dans la technologie financière, les services financiers ou le secteur bancaire. WORKING AT NEO: The people who thrive at Neo are resourceful, growth-oriented, and driven to win. We hold ourselves to high standards because we’re on a mission that matters: to build a more rewarding financial future for all Canadians. As individuals and as a team, we constantly challenge ourselves and each other to raise the bar and deliver exceptional experiences for our customers. Our commitment to customer success drives everything we do, from building world-class products to providing exceptional support at every step of their journey. If this resonates with you, keep reading. We trust, respect, and support each other. This means honest conversations, constructive input, and empowering each other to move fast and think big. You’ll be surrounded by people who push you to be your best. We primarily collaborate in person across our Calgary, Winnipeg, and Toronto offices, where ideas move quickly and teams build momentum together. As we continue to scale and evolve, we’re looking for builders, innovators, and problem solvers who thrive on challenge–people who would rather blaze a trail through uncertainty than follow a well-paved path. All team members have a stake in Neo’s success and earn meaningful equity through stock options. This ownership mindset is at the heart of everything we do — when Neo grows, we all grow. If you’ve heard that Neo employees work hard, it’s true. We hold ourselves accountable for delivering on our commitments to our customers, partners, and each other. Working at Neo means taking ownership of your work and driving results, knowing that your contributions directly impact the company’s success. APPLY WITH US: We believe in equal opportunity and are committed to creating an inclusive climate where everyone can thrive. Customers trust us with their finances, so successful candidates for this position will be required to undergo a security screening, including a criminal records check and a credit check. By continuing with your application, you agree to the Candidate Privacy Notice [Upgrade to PRO to see link] which guides how we process your personal information for the purpose of your application. Neo Financial leverages artificial intelligence (AI) to reinforce our candidate evaluation process, including the initial assessment of applications and screening of candidates. These tools support our recruitment team; however, all final hiring decisions are made by humans and are not based exclusively on automated processing. If you require further information regarding our data processing practices, please contact us. We are hiring for an open, vacant position.