Trilingual Customer Success Specialist (Mandarin/Cantonese) (Parental Leave Replacement)
Application Deadline: 28 November 2025
Department: Customer Success
Employment Type: Fixed Term Contract
Location: Head Office
Compensation: $45,000 - $55,000 / year
Description
Please note: We are only accepting and reviewing trilingual Mandarin AND Cantonese speaking candidates at this time.
CHALLENGES TO BE MET
Deploy established retention tactics when engaging with existing clients who are looking to cancel or transfer out their Embark account
Encourage customers to maximize the value of their RESP through account management activities
Being a licensed specialist, act as a subject matter expert on the RESP product, features and benefits
Leverage your experience, skills and capabilities to make complex concepts simple and understandable
Focus and deliver on retention, revenue, and reference ability within our customer base.
Proactively manage and retain existing customers by building strong relationships.
Execute and improve upon current customer retention strategy in an inbound and outbound call center environment.
Establish trust and credibility through regular communication and effective relationship-building strategies.
Conduct regular check-ins, account reviews to ensure customers are maximizing the value of their RESP, obtaining all eligible grants, and leveraging opportunities for new business.
Contribute to the overall growth of the firm by growing both our client base and assets under management.
Identify upsell opportunities and convert existing customer base to new product offering(s) in collaboration with product and sales teams to drive revenue growth.
Responsible for various outbound activities such as those related to potential loss of business and balance build.
Operational tasks on executing the cancellation of customers plans, if needed.
Maintain up-to-date knowledge of the company’s market conditions and leverage advantages to build effective solutions for great customer experience.
Contribute to the success of the team by willingly assisting others.
Perform other duties as required outside of those mentioned above.
WHO WE ARE LOOKING FOR
Bilingualism in Mandarin AND Cantonese is a requirement for this position
Min. 6 months of experience in loyalty or retention-focused teams
Strong interpersonal Skills & negotiation skills
Customer-centric approach, providing financial Advice when appropriate, by ensuring that our customers understand all the benefits of their RESP at each stage of its lifecycle including balance building, grant maximization and strategic withdrawals
Autonomy and excellent judgement
Analytical skills with attention to detail
Good stress management
Able to work in a team environment as well as individually
Possess a strong financial acumen
Experience in partnership relations and virtual management
Result oriented and focused on business/operational improvements
Proven ability to set and achieve objectives
Team player, with ability to multitask
Ability to synthesize large volumes of data in order to derive trends and patterns
Flexible and open to accept change and constantly strive to improve processes
Experience in Microsoft Excel and reporting background will be considered an asset
Must be eligible to be licensed through your local provincial authority and recognized by the RESP Dealers Association of Canada.
