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 2025
Department: Customer Success
Location: Head Office
Compensation: $45,000 - $55,000 / year
Responsibilities:
- 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 current 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.
Qualifications:
- Bilingualism in Mandarin & Cantonese is a requirement for this position
- Minimum 6 months of experience in loyalty or retention‑focused teams
- Strong interpersonal and negotiation skills
- Customer‑centric approach, providing financial advice when appropriate, by ensuring that our customers understand all the advantages 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
- Ability to work in a team environment as well as individually
- Solid 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.