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Bilingual Member Experience Specialist



Toronto, ON, Canada
Posted on Wednesday, May 8, 2024

Borrowell is a Canadian company whose mission is to make financial prosperity possible for everyone. The first in Canada to offer free credit scores, Borrowell provides educational resources, monitoring, innovative digital tools, and personalized product recommendations to help people feel in control and optimistic about their financial future.

With more than 3 million members, Borrowell is one of the largest fintech companies in Canada. To support us on our mission, we’re building an exceptional team of high-performing yet humble individuals who believe Canadians deserve more choice when it comes to financial services.

We place a high value on building a diverse and inclusive workplace and are proud to have a gender-balanced team. We know that diverse teams perform better; half of our team identify as women or non-binary.

We’re always on the lookout for passionate and driven people. If you think you’d be a great fit at Borrowell, read on to learn more about us and how our business works!

About the role:

Borrowell is looking for a self-motivated and driven Bilingual Member Experience Specialist passionate about product efficiencies, process improvement, and member experience. Reporting to the Team Lead- Member Experience, this role will support the ongoing management of our support and operations tools. You will create member resources and agent responses for new products, functionalities, and feature launches. Other key focus areas include optimizing our member and agent interaction with our technology stack and helping the member experience team leverage the appropriate technology channels and processes to delight our members.


  • Create, translate and maintain member educational resources for new products, functionalities, and feature launches
  • Identify, create and maintain agent template responses to improve messaging consistency and agent productivity
  • Listening to our members and addressing their questions about our financial products and services by handling outbound calls, emails, and voicemails in a timely and professional manner
  • Monitor the performance of automation, triggers, macros, articles, and workflows within our support and operation tools and identify pain points and efficiency opportunities to improve the agent work experience
  • Support the launch and future upkeep of other channels as well as ad hoc projects supporting the Team Lead
  • Stay up to date with industry trends, new functionality, and best practices for support and operation environments and other technology channels