Bilingual Customer Service Representative

Job Description

Bilingual Customer Service Representative (Banking)



Fluently bilingual customer service professionals are needed for a high-volume contact center role in the insurance and retirement services industry. This hybrid position offers structured training, a collaborative environment, and the opportunity to build expertise in Canadian retirement products while supporting clients nationwide.



What is in it for you:




• Hourly salary of $26.27.


• 4-month contract with the potential for permanent employment.


• Full-time position: 37.50 hours per week.


• Rotating shifts between 9 am to 9 pm AST.


• Hybrid work: 3 office days, from Tuesday to Thursday.


• Industry: Insurance and Canadian Retirement Services.



Responsibilities:




• Handle complex customer service requests accurately and efficiently at the first point of contact.


• Provide clear, complete information regarding Canadian retirement and investment products.


• Support clients in completing necessary forms and policy requirements.


• Use multiple administrative systems to address inquiries within service standards.


• Respond professionally to inquiries via phone and email.


• Identify client concerns or recurring issues and recommend process improvements.


• Recommend resolutions within defined guidelines and initiate exceptions when necessary.


• Maintain confidentiality and ensure protection of personally identifiable information.


• Support fraud prevention and risk mitigation efforts, including account takeover issues.


• Stay current on products, policies, and procedures to provide accurate service.


• Meet performance expectations for productivity, accuracy, and service excellence.


• Participate in team collaboration and contribute to a positive customer service culture.


• Process client transactions as required.



What you will need to succeed:




• Post-secondary education with industry certification preferred, or equivalent work experience.


• 1+ year of experience in a contact center environment.


• Customer service skills with a focus on client satisfaction and issue resolution.


• Ability to build and maintain positive relationships with customers.


• Strong analytical and problem-solving skills.


• Attention to detail and high level of accuracy.


• Ability to manage multiple tasks and priorities in a fast-paced environment.


• Comfortable working independently or collaboratively in a team setting.


• Ability to adapt to evolving client needs and business processes.


• Bilingual in English and French to support clients in both languages.


• Excellent verbal and written communication skills.



Why Recruit Action?



Recruit Action (agency permit: AP provides recruitment services through quality support and a personalized approach to job seekers and businesses. Only candidates who match hiring criteria will be contacted.



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