Bilingual Customer Service Professional; EN​/SP

Overview

Bilingual Customer Service Professional (EN/SP) – We are hiring 12 bilingual customer service professionals for a leading insurance company’s US retirement division. This hybrid role in Montreal offers the chance to support 401(k) participants, work with KPIs, and develop skills in a fast-paced, customer-focused environment. Fluency in English and Spanish is an asset.

• Hourly salary of $25.
• 6-month contract with the potential for permanent employment.
• Full-time position: 37.50 hours per week.
• Department hours: 8:00 am to 10:00 pm.
• Shifts fall between 10:00 am and 8:00 pm.
• Weekday schedule - Preferred shifts: 10:00 am – 6:00 pm; 11:00 am – 7:00 pm; 12:00 pm – 8:00 pm.
• Hybrid work: in-office Tuesday to Thursday.
• Opportunity to work in a dynamic and professional environment.
• Join a passionate and inclusive team of professionals.

• Handle 30–40 inbound calls per day from US retirement plan participants.
• Provide accurate information and support regarding 401(k) retirement accounts and related transactions.
• Process account changes, withdrawals, and loan requests.
• Assist clients with form completion, explaining reasons for any rejections.
• Support users with website and app navigation, including registration and account resets.
• Stay current with internal policies, procedures, and product knowledge.
• Meet performance metrics including customer satisfaction, accuracy, and first contact resolution.
• Recommend client-focused solutions and initiate exceptions when appropriate.
• Manage multiple tasks simultaneously in a fast-paced environment.

• Post-secondary education with industry certification is preferred or equivalent work experience.
• 3–4+ years of experience in customer service, administration, or a call center environment.
• Experience working in an in-office or hybrid model.
• Proven ability to work with performance metrics and KPIs.
• Strong attention to detail and ability to multitask.
• Demonstrated problem-solving and critical-thinking skills.
• Ability to work independently and collaborate within a team.
• Professionalism when engaging with diverse customer personalities.
• Comfortable navigating unclear or unfamiliar customer expectations.
• Knowledge of 401(k) or pension plans is an asset.
• Some understanding of financial services is preferred.
• French, English, and Spanish. This supports effective communication with a diverse U.S. client base, particularly Spanish-speaking participants, while also aligning with the Montréal-based work environment.
• Excellent written and verbal communication skills.

Recruit Action (agency permit: AP-2504511) provides recruitment services through quality support and a personalized approach to job seekers and businesses. Only candidates who match hiring criteria will be contacted.

# MFCJP

• Seniority level:
  Not Applicable

• Full-time

• Customer Service
• Industries:
  Insurance

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