Bilingual Customer Service Representative

Job Description

<b>Bilingual Customer Service Representative (Banking)<br></b>
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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.<br>
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<b>What is in it for you:</b><b><br></b>
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<br>• Hourly salary of $26.27.<br>
<br>• 4-month contract with the potential for permanent employment.<br>
<br>• Full-time position: 37.50 hours per week.<br>
<br>• Rotating shifts between 9 am to 9 pm AST.<br>
<br>• Hybrid work: 3 office days, from Tuesday to Thursday.<br>
<br>• Industry: Insurance and Canadian Retirement Services.<br>
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<b>Responsibilities:</b><b><br></b>
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<br>• Handle complex customer service requests accurately and efficiently at the first point of contact.<br>
<br>• Provide clear, complete information regarding Canadian retirement and investment products.<br>
<br>• Support clients in completing necessary forms and policy requirements.<br>
<br>• Use multiple administrative systems to address inquiries within service standards.<br>
<br>• Respond professionally to inquiries via phone and email.<br>
<br>• Identify client concerns or recurring issues and recommend process improvements.<br>
<br>• Recommend resolutions within defined guidelines and initiate exceptions when necessary.<br>
<br>• Maintain confidentiality and ensure protection of personally identifiable information.<br>
<br>• Support fraud prevention and risk mitigation efforts, including account takeover issues.<br>
<br>• Stay current on products, policies, and procedures to provide accurate service.<br>
<br>• Meet performance expectations for productivity, accuracy, and service excellence.<br>
<br>• Participate in team collaboration and contribute to a positive customer service culture.<br>
<br>• Process client transactions as required.<br>
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<b>What you will need to succeed:</b><b><br></b>
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<br>• Post-secondary education with industry certification preferred, or equivalent work experience.<br>
<br>• 1+ year of experience in a contact center environment.<br>
<br>• Customer service skills with a focus on client satisfaction and issue resolution.<br>
<br>• Ability to build and maintain positive relationships with customers.<br>
<br>• Strong analytical and problem-solving skills.<br>
<br>• Attention to detail and high level of accuracy.<br>
<br>• Ability to manage multiple tasks and priorities in a fast-paced environment.<br>
<br>• Comfortable working independently or collaboratively in a team setting.<br>
<br>• Ability to adapt to evolving client needs and business processes.<br>
<br>• Bilingual in English and French to support clients in both languages.<br>
<br>• Excellent verbal and written communication skills.<br>
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<b>Why Recruit Action?</b><b><br></b>
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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.<br>
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