Customer Experience Specialist







At Neo, we empower people to get the most out of their money and time. We're a tech company reimagining everyday banking from the ground up to create rewarding experiences and build community for all Canadians. We're looking for passionate go-getters who want to move fast and create a lasting impact.

Neo Financial is looking for a full-time Customer Experience Specialist to join our team in Calgary.

What you'll be doing:

  • Serve as the frontline for customer support by solving problems and answering questions in a timely, professional, and friendly manner
  • Changing the way people see customer service - we are genuinely helpful and easy to talk to. No shortcuts, just great service, every time
  • Engage our customers across a variety of channels including chat, email, phone and text to meet our customers needs the way they want to be communicated with
  • Help customers who need assistance in understanding the functionality and services available through the Neo App
  • Be a champion and the voice of our customers by sharing feedback internally to drive a continuous improvement of our customer experience and products
  • Provide long term solutions and support to our customers by escalating bugs and product issues
  • Learn, build and actively maintain a high level of expertise on Neo’s product and processes and use that knowledge daily to effectively resolve customer issues
  • Phone and email cardholders to help them avoid additional interest charges or derogatory information on their credit reports

Who we're looking for:

  • 2+ years experience in customer facing roles
  • Exceptional written and verbal communication skills with an acute attention to detail
  • Able to excel in a team environment. Relates well to people from all backgrounds and fosters the teamwork approach
  • Very organized and capable of prioritizing tasks in a dynamic work environment
  • Demonstrated ability to handle customer issues resourcefully and with completeness compassion, polished communication and empathy
  • Experience managing, prioritizing, and categorizing a high volume of emails — support ticketing software experience a plus
  • Strong experience in Google Suite, MS Office and Web based portal computer skills
  • Experience in financial services or with financial products is an asset

What will help you succeed:

  • You care about people, and are the first person to offer a hand to help
  • You are energetic, resourceful, and able to react quickly and professionally in all situations
  • You go the extra mile to assist customers, offering them the kind of help you would want to receive etc. We're looking for the kind of person that recognizes what it means for someone to go out of their way and ask for help. You believe in The Golden Rule and think support should live and breath it
  • You are financially literate (or have a desire to be), and can simplify complex topics in a way people can easily understand
  • You like spotting patterns of issues, and proactively finding ways to fix them
  • You have entrepreneurial DNA - you're excited to build a business from the ground up, are comfortable making decisions in the face of ambiguity, and aren't discouraged by the inevitable challenges that will arise along the way
  • You take ownership over your work and outcomes
  • You're an effective communicator with strong organizational skills
  • You’re passionate about building world-class products with a world-class team

What it’s like to work with us:

At Neo, you’ll be working with industry-leading technology that changes the way we live and realize a better financial future. It’s a serious deal, but that doesn’t mean we don’t know a thing or two about having fun. Our entrepreneurial environment gets our adrenaline pumping and beats the regular 9-5 job. We’re in it together, always. Gain hands-on experience and be part of the future.

About applying with Neo:

Please apply using Chrome, as applications are only supported using Chrome on desktop.

Neo Financial is an equal opportunity employer. We are excited to meet with and hire the top talent out there. We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted. Successful candidates for this position will be required to undergo a security screening, including a criminal records check and may require a credit check.