Member Experience Specialist

Borrowell is a Canadian company whose mission is to help people feel confident about money.  The first in Canada to offer free credit scores, Borrowell provides educational resources, monitoring, innovative digital tools, and personalized product recommendations to help people feel in control and optimistic about their financial future.

With more than 3 million members, Borrowell is one of the largest fintech companies in Canada. To support us on our mission, we’re building an exceptional team of high-performing yet humble individuals who believe Canadians deserve more choice when it comes to financial services.

We place a high value on building a diverse and inclusive workplace and are proud to have a gender-balanced team. We know that diverse teams perform better; half of our team identify as women or non-binary.

We’re always on the lookout for passionate and driven people. If you think you’d be a great fit at Borrowell, read on to learn more about us and how our business works!

About the role:

Borrowell is looking for a self-motivated and driven Member Experience Specialist passionate about product efficiencies, process improvement, and member experience. Reporting to the Team Lead- Member Experience, this role will support the ongoing management of our support and operations tools. You will create member resources and agent responses for new products, functionalities, and feature launches. Other key focus areas include optimizing our member and agent interaction with our technology stack and helping the member experience team leverage the appropriate technology channels and processes to delight our members.

Responsibilities:

• Listening to our members and addressing their questions about our financial products and services by handling outbound calls, emails, and voicemails in a timely and professional manner
• Identify, create and maintain agent template responses to improve messaging consistency and agent productivity
• Monitor the performance of automation, triggers, macros, articles, and workflows within our support and operation tools and identify pain points and efficiency opportunities to improve the agent work experience

• Create, translate and maintain member educational resources for new products, functionalities, and feature launches

• Support the launch and future upkeep of other channels as well as ad hoc projects supporting the Team Lead
• Stay up to date with industry trends, new functionality, and best practices for support and operation environments and other technology channels

Requirements

• 1+ years of working with Zendesk (or a similar customer relationship management tool)

• 1+ year of customer service experience (in a financial services environment preferred)
• Excellent writing and editing skills
• Proven ability to deal with ambiguity in a rapidly changing business environment 
• Strong organizational and prioritization skills

Nice to Haves:

• Bilingual in French and English
• Experience working in a fast-paced, high output scale-up environment
• Experience supporting customers with loan or similar credit products

Benefits

• The Opportunity - join and have a major impact at a growing company that is helping make financial stability possible for everybody

• Comprehensive Health Benefits - medical, dental, vision, and paramedical health benefits for you and your family, with extra yearly coverage for psychotherapists and massage therapists
• Additional Health Benefits - virtual benefit offering that allows you to connect 24/7 with nurses, doctors and mental health professionals
• Maternity & Parental Leave Top-up - available to new parents
• Wellness & Transit Benefit - $600 annually to spend on whatever brings you joy
• WFH Reimbursement - we ship you gear like a laptop, mouse, keyboard, and you can reimburse additional items to make your workplace better for you
• Employee Development Benefit - annual reimbursements on payments to help your learning
• Givewell Benefit - 1 paid volunteer day a year to give back to the community
• Flexibility - flexible working hours and a flexible vacation policy

We are remote-first across Canada with an office in Toronto. This role will require you to attend in-person meetings and team-building events.

At Borrowell, one of our core values and firm beliefs is that diversity makes us better. If you’re unsure about your qualifications for this position, we’d still encourage you to apply. We’re looking for candidates who have experience, but know that not everyone’s had a chance to demonstrate what they can do. What’s most important is that you have a growth mindset and care about helping people with their finances - an area in their lives that causes a lot of stress.

Please note that due to the sensitive nature of the work we do, clearing a credit and criminal record check is a condition of employment.

By submitting your application you consent to Borrowell's use and processing of your personal information in connection with your job application at Borrowell and its recruitment processes.

Borrowell encourages applications from candidates with differing abilities. Please let us know if you require accommodation at any stage in the selection process.