Job Title

Trilingual Customer Success Specialist (Mandarin/Cantonese) (Parental Leave Replacement)We are looking for a trilingual (Mandarin & Cantonese) customer success specialist to replace a parental leave position. Candidates must be fluent in both languages.Application Deadline: 31 December 2025Department: Customer SuccessLocation: Head OfficeCompensation: $45,000 - $55,000 / yearResponsibilities:Deploy established retention tactics when engaging with existing clients who are looking to cancel or transfer out their Embark accountEncourage customers to maximize the value of their RESP through account management activitiesBeing a licensed specialist, act as a subject matter expert on the RESP product, features and benefitsLeverage your experience, skills and capabilities to make complex concepts simple and understandableFocus 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 checkins, 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 uptodate knowledge of the companys 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.Qualifications:Bilingualism in Mandarin & Cantonese is a requirement for this positionMinimum 6 months of experience in loyalty or retentionfocused teamsStrong interpersonal and negotiation skillsCustomercentric 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 withdrawalsAutonomy and excellent judgementAnalytical skills with attention to detailGood stress managementAbility to work in a team environment as well as individuallyStrong financial acumenExperience in partnership relations and virtual managementResultoriented and focused on business/operational improvementsProven ability to set and achieve objectivesTeam player with ability to multitaskAbility to synthesize large volumes of data in order to derive trends and patternsFlexible and open to accept change and constantly strive to improve processesExperience in Microsoft Excel and reporting background will be considered an assetMust be eligible to be licensed through your local provincial authority and recognized by the RESP Dealers Association of Canada. #J-18808-Ljbffr