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Bilingual Member Experience Specialist at Borrowell. About Borrowell:. At Borrowell, we’re on a mission to help Canadians feel confident about their money. We empower individuals to take control of their financial futures by providing the tools and insights needed to understand, build, and use their credit effectively.. 1 in 10 Canadians use Borrowell for comprehensive credit monitoring and personalized insights. Our innovative services, including Credit Builder and rent reporting, help consumers build credit so they can unlock access to a wider range of financial products at more competitive rates. Additionally, we offer personalized financial product recommendations from Canada’s most trusted providers based on each member’s credit profile and financial goals.. Our team is diverse, inclusive, and driven by a shared passion for making a meaningful difference in the lives of Canadians. We pride ourselves on fostering a culture of collaboration, humility, and innovation. If you’re looking to join a company that’s transforming the financial landscape and empowering Canadians to achieve their financial aspirations, we invite you to explore career opportunities at Borrowell. Together, we can help Canadians feel confident about money.. About the role:. Borrowell seeks a motivated and driven Bilingual Member Experience Specialist with a passion for product efficiency, process improvement, and delivering a top-notch member experience. Reporting to the Manager, Member Experience, this role is key in supporting our Borrowell members. Additionally, you will focus on optimizing member and agent interactions with our technology stack, ensuring that the Member Experience team utilizes the right tools and processes to exceed member expectations.. Responsibilities:. . Resolve member concerns efficiently, ensuring service level agreements (SLAs) and customer satisfaction (CSAT) targets are met.. . Manage Borrowell’s support tools across multiple brands.. . Propose and develop new agent template responses to improve messaging consistency and boost productivity.. . Work closely with other departments to identify and resolve member issues.. . Monitor the performance of automation, triggers, macros, articles, and workflows within our support tools, identifying areas for improvement and efficiency gains.. . Keep up to date with the latest best practices in member support.. . Assist the Manager, Member Experience with ad hoc projects as needed.. . . Bilingual (French & English) is required for this role. . 2+ years of experience with Zendesk (or similar member relationship management tools).. . 1+ year of customer service experience, preferably in the financial services sector.. . Strong writing and editing skills, especially in personal finance topics.. . Ability to navigate ambiguity and adapt in a fast-changing business environment.. . Excellent organizational and prioritization skills.. . Nice to Haves:. . Experience working in a fast paced, high output scale-up environment. . Experience supporting customers with loan or similar credit products. . Company Location: Canada.