About this role
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. 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.