Job Title

Join us to build a more rewarding financial future for all Canadians At Neo, were on a mission to build a more rewarding financial future for all Canadians. Life at a rapidly scaling tech startup isnt for everyone. Its complex, fastpaced, highpressure, but also incredibly fulfilling. Since its founding in 2019, Neo has gained incredible traction and is one of the fastestgrowing fintech companies in Canada. #1 on Deloittes Technology Fast 50 for 2023, 2024, and 2025 the first company ever to achieve a threepeat at the top! #1 Fastest Growing Company in Canada for 2024 by Globe & Mail Topranked 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 crossselling. This role focuses on highimpact interactions that require strategic thinking and a deep understanding of the customers needs and Neos product ecosystem. What Youll 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 crossselling 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 highvalue or escalated customer interactions, demonstrating exceptional emotional intelligence and deescalation skills. Who We Are Looking For 3+ years in a customerfacing 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 required. Proven ability to handle escalations, resolve issues efficiently, and stay calm under pressure. Strong typing skills with a recommended speed of at least 50WPM 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 fastevolving environment. Thrives in highperforming, feedbackdriven teams where excellence is the norm and top performers are recognized and supported. Nice To Have Experience with realtime support tools, reporting dashboards, and fintech 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 rle Le rle du spcialiste de la russite client est de fournir un excellent soutien la clientle, dagir en tant que conseiller de confiance et de rsoudre avec expertise les demandes complexes qui btissent une confiance durable envers Neo Financial, tout en gnrant des revenus grce la rtention des clients et la vente croise stratgique. Ce rle est ax sur des interactions fort impact qui ncessitent une pense stratgique et une comprhension approfondie des besoins des clients et de lcosystme de produits de Neo. Ce que vous ferez Rsoudre avec expertise les demandes complexes des clients par tlphone et par clavardage, en mettant laccent sur les problmes qui ncessitent une connaissance approfondie des produits, un esprit critique et une coordination entre plusieurs quipes. Agir en tant quambassadeur de la marque, en identifiant proactivement des occasions de guider les clients vers les meilleures solutions, pouvant inclure de nouveaux produits ou services aligns leurs besoins et objectifs financiers, favorisant ainsi la vente croise et la rtention. Naviguer stratgiquement dans des situations ambigus et tracer une voie claire vers la rsolution, en faisant preuve dun haut degr dautonomie et de jugement. Assurer une documentation mticuleuse de toutes les interactions avec les clients dans le CRM, en capturant non seulement la rsolution, mais aussi les informations cls pour la prvention en amont, lamlioration des processus et les occasions de revenus potentiels. Maintenir une adhsion stricte tous les accords de niveau de service, aux exigences rglementaires et aux politiques internes dfinies. Agir comme point de contact principal pour les interactions avec les clients haute valeur ou escalades, en faisant preuve dune intelligence motionnelle exceptionnelle et de comptences en dsescalade. Ce que nous recherchons 3 ans et plus dans un rle en contact avec la clientle (en personne ou en mode numrique), de prfrence dans un environnement de centre de contact. Solides comptences en communication crite et verbale en anglais, avec un ton clair et empathique. Le bilinguisme franais crit/verbal est un atout. Capacit dmontre grer les escalades, rsoudre les problmes efficacement et rester calme sous pression. Solides comptences en dactylographie avec une vitesse recommande dau moins 50MPM un test de frappe pourrait tre exig lors du processus dentrevue. laise pour grer plusieurs conversations par clavardage simultanment tout en maintenant prcision et qualit. Bonne comprhension des services financiers ou de la littratie financire. Naturellement curieux avec un esprit dinvestigation vous aimez rsoudre des problmes et trouver des solutions. laise avec le changement et lapprentissage en cours de route vous vous adaptez rapidement dans un environnement en constante volution. Spanouit dans des quipes performantes axes sur la rtroaction, o lexcellence est la norme et les meilleurs lments sont reconnus et soutenus. Atouts Exprience avec des outils de soutien en temps rel, des tableaux de bord de rapports et des applications de technologie financire. Exposition aux cadres dassurance qualit et intrt pour lamlioration de la qualit grande chelle. Baccalaurat dans un domaine connexe. Exprience dans la technologie financire, les services financiers ou le secteur bancaire. Working At Neo The people who thrive at Neo are resourceful, growthoriented, and driven to win. We hold ourselves to high standards because were 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 worldclass 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. Youll 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, were looking for builders, innovators, and problem solvers who thrive on challengepeople who would rather blaze a trail through uncertainty than follow a wellpaved path. All team members have a stake in Neos 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 youve heard that Neo employees work hard, its 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 companys 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, 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. Compensation Range: CA$40K #J-18808-Ljbffr