Bilingual Operations Officer

Chief operations officer
• saint hubert qc

Last updated: 1 day ago Permanent +1

We are seeking a highly motivated, fully bilingual Operations Officer II to join a supportive, collaborative, and fast-paced team in Montreal. In this role, you will provide exceptional inbound telephone support for banking and financial inquiries. You will serve as a primary contact for estate-related inquiries, branch referrals, and general customer service while ensuring all accompanying documentation is accurately processed and compliant with industry regulations.

Location:

Montreal, Quebec (Hybrid: 3 days in-office / 2 days remote)

Position Type: 12-Month Contract (Extension and Permanent Conversion possible based on performance and business needs)

Schedule:

Rotating Schedule, Monday to Friday (8:00 AM - 8:00 PM), 37.5 hours per week

Pay Rate: 29.39

• Dynamic & Supportive Culture:
  Join a collaborative 11-person team within a renowned financial institution.
• Hybrid Flexibility:
  Enjoy a balanced schedule with 3 days in office and 2 work-from-home days.
• Growth Opportunities:
  Potential for contract extension or permanent conversion based on business needs and strong performance.
• Comprehensive Training:
  Thorough 4-6 week training period to ensure your success from day one.

• Customer Support:
  Handle inbound phone inquiries in both English and French regarding estate-related matters, branch referrals, and general banking support.
• Documentation & Compliance:
  Complete, process, and review documentation for accuracy, ensuring strict adherence to operating policies, Anti-Money Laundering (AML), and operational frameworks.
• Issue Escalation & Resolution:
  Identify and elevate complex or high-risk operational issues to the appropriate internal partners to maintain high service quality.
• Process Improvement:
  Actively identify opportunities to streamline operational processes and elevate overall customer service delivery.
• SLA & Productivity:
  Prioritize daily workloads effectively to meet or exceed established Service Level Agreements (SLAs) regarding call completion rates and customer satisfaction.
• Team Participation:
  Engage in short daily team huddles (15-20 minutes) to align on priorities and performance goals.

• Bilingualism:
  Fully fluent in both English and French (verbal and written).
• Experience:
  
  2-4 years of experience within the banking, financial, or trade processing industry.
• Call Center Background:
  Proven experience in an inbound call center environment handling telephone customer inquiries.
• Technical
  
  Skills:
  
  Proficiency in Microsoft 365 (Outlook, Word, and Excel).
• Education:
  
  Completed post-secondary education degree or diploma.
• Schedule Flexibility:
  Willingness and availability to work rotating 8-hour shifts between 8:00 AM and 8:00 PM, Monday through Friday.

• Prior experience or knowledge of Know Your Customer (KYC) checks and compliance requirements.
• Broad understanding of financial account types and cash/market products.

• Exceptional active listening and empathetic customer service skills.
• Strong verbal and written communication abilities.
• High attention to detail with strong organizational and time-management skills.
• Ability to work independently and adapt to evolving guidelines or procedures.

This role requires a bilingual candidate because the person will collaborate and provide support to other colleagues and business functions located outside of Quebec who do not speak French.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming;
Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to  to ensure their ability to fully participate in the interview process.