Operations Officer, Digital Banking

Join a Challenger

Being a traditional bank just isn’t our thing, so we challenge ourselves to get creative in providing innovative banking solutions for Canadians.

How do we get there? With a talented team of inquisitive and agile challengers that break through the status quo. So, if you’re passionate about redefining the future of banking—while having fun—this could be your next big opportunity.

Our company continues to grow, and today 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  one of the top banks in Canada on the Forbes World’s Best Banks list since 2021.

Reporting to the Senior Manager, 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.

• 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
• Client Onboarding
• Review and Input:
  Facilitate the regulatory onboarding of customers in an efficient, compliant, and client‑centric manner. Rapidly triage and elevate 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 resolve discrepancies or recommend exceptions where and when appropriate
• Input the deposit details accurately into the banking system.
• 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)

• Minimum of 2 years’ proven financial services operations experience
• Exhibit sufficient judgment to detect, solve, or elevate 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

💰 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 Fin Techs and help create a new kind of banking experience

The incumbent will be working hybrid and in‑office time will be spent working from Equitable Bank’s additional office space located at 2200‑25 Ontario Street, Toronto, ON
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Equitable Bank is deeply…