Customer Engagement Representative

Mandate
The Customer Engagement Representative plays a key role in strengthening relationships with Embark’s existing customers by providing personalized support that builds loyalty, trust, and long-term value. This role focuses on deepening relationships through meaningful proactive outreach and tailored solutions that help our customers achieve their education savings goals. Customer Engagement Representatives act as trusted partners to our customers supporting them through plan reviews, contribution growth opportunities, and guidance on maximizing government grants and other benefits. This position serves to create a sense of belonging and personalized care while helping Embark retain and grow assets under management and achieve its sales and service objectives. We have one open fixed-term contract position for this role.

Challenges to be met

Partner with Product and Marketing to deliver an exceptional customer experience through scheduled appointments, plan reviews, and proactive follow-ups.

• Strengthen customer relationships by building loyalty and trust through knowledgeable, empathetic, and solutions-oriented service.
• Engage in accretive account management activities, working with existing customers to increase the value of their RESP by maximizing grants, consolidating assets including transfers from other financial institutions, identifying and adding new beneficiaries, seeking referrals and promoting partner offers.
• Work on opportunities to prevent AUM loss through timely outreach and customer education.
• Maintain detailed records of customer interactions and account progress to support performance tracking and continuous improvement.
• Collaborate with internal teams to align customer engagement with Embark’s growth priorities and brand promise.
• Contribute to achieving individual and team sales goals while ensuring compliance with all regulatory and company standards.

Who We Are Looking For

You might be a good fit if you have…
Education and Experience:

• Postsecondary education in business, finance, or a related field (or equivalent combination of education and experience).
• 2–4 years of experience in customer service, customer engagement, or sales, preferably in financial services.
• Experience working with investment, banking, or RESP products is an asset.
• Proven ability to build and maintain trusted customer relationships that drive loyalty and growth.

Skills & Competencies:

• Customer-first mindset with a passion for helping families achieve their education savings goals.
• Excellent communication and storytelling skills with the ability to engage customers, build rapport and trust and convey value clearly and confidently.
• Ability to quickly assess customer accounts, identify opportunities to increase value and introduce/drive appropriate solutions.
• Goal-oriented with demonstrated success meeting or exceeding accretive targets.
• Detail-oriented and organized, with the ability to manage multiple accounts and follow-ups efficiently.
• Collaborative team player who thrives in a performance-driven and customer-focused environment.
• Proficiency with Salesforce, Calendly, Genesys and Kubaru.
• Bilingual in English and French

Originally posted on Himalayas