Bilingual Online Service Support Specialist

Bilingual Online Service Support Specialist (French/English)

Location:

Hybrid (Monday–Thursday in office) Friday:
Work From Home

Schedule:

Monday to Friday, 8:30 AM – 6:00 PM

Employment Type:

4-Month Contract (with strong potential for permanent hire)

Pay Rate: $34.00–$36.00/hour

Expected

Start Date:

July 27, 2026

We are seeking a Bilingual Online Service Support Specialist to provide exceptional service to high‑value clients by supporting their online banking and digital account access. This is a client‑facing, non‑advisory role focused on delivering outstanding customer experiences through both phone and email support. As part of a collaborative service team, you will assist clients with navigating online banking platforms, resolving digital service inquiries, and ensuring every interaction is handled professionally, accurately, and efficiently.

This position is ideal for someone with financial services experience who enjoys helping clients, solving problems, and working in a fast‑paced contact centre environment.

• Assist clients with accessing and navigating online banking and digital platforms.
• Respond to client inquiries by phone (approximately 70%) and email (approximately 30%).
• Troubleshoot online banking access and digital service issues.
• Deliver prompt, accurate, and professional customer service.
• Document all client interactions within internal systems.
• Identify potential risks and escalates issues when appropriate.
• Maintain detailed records and ensure compliance with internal policies and procedures.
• Contribute ideas to improve processes and enhance the client experience.
• Collaborate with team members to achieve service level objectives.
• Provide ad hoc reporting and updates when requested by management.
• Stay up to date on digital banking tools, features, and system enhancements.
• Effectively manage workload while meeting service and productivity targets.

• Fluent in both French and English (spoken and written).
• 1–3 years of experience in financial services.
• Previous experience in a customer service or contact centre environment.
• Strong knowledge of online banking and digital banking platforms.
• Excellent verbal and written communication skills.
• Strong problem‑solving and critical‑thinking abilities.
• Exceptional attention to detail and organizational skills.
• Ability to work independently while managing multiple priorities.
• Strong time management skills and a customer‑first mindset.

• Canadian Securities Course (CSC) completed or in progress.
• Post‑secondary education in Business, Commerce, Finance, Financial Planning, or a related field.

• Competitive hourly compensation.
• Hybrid work environment.
• Comprehensive training and onboarding.
• Opportunity to work with high‑value clients in the financial services industry.
• Exposure to digital banking operations and client support.
• Opportunities for career growth and advancement.
• Collaborative, team‑oriented work environment.
• Strong potential for permanent employment following the contract.
• If you are bilingual, customer‑focused, and passionate about delivering exceptional service in the financial services industry, we'd love to hear from you.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.

Equality of Opportunity: The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.