Bilingual Operations Officer

Position: Bilingual Operations Officer - 58466
Location: Montreal

Boost Your Banking Career in Montreal:
Operations Officer II (Hybrid)

Do you have solid experience in the banking sector and a passion for providing empathetic customer service? Our client, a leading financial institution in Montreal, is seeking a fully bilingual Operations Officer II to join a collaborative, supportive, and engaging team.

At the heart of operations, you will provide exceptional phone support (inbound calls) to handle client financial inquiries. You will play a key role in managing estate files, processing branch referrals, and ensuring overall administrative compliance.

Why This Opportunity Stands Out:
- Highly Competitive Pay:
Fixed hourly rate of $29.39 / hour.
- Hybrid Flexibility:
Work from the comfort of your home 2 days a week (3 days in-office in Montreal).
- Career Growth: 12-month contract with genuine potential for extension or permanency.

Position Details:

- Title:

Operations Officer II (Bilingual)

- Location:

Montreal (Hybrid: 3 days in-person / 2 days remote)

- Schedule:

Full-time (37.5 hours/week), rotating shift Monday to Friday between 8:00 AM and 8:00 PM
- Salary: $29.39 / hour
- Status: 12-month contract with permanent potential

Advantages
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.

Responsibilities
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 escalate 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.

Qualifications
Must-Have

Qualifications:

Bilingualism:
Fully fluent in both English and French (verbal and written). 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.

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.
Nice-to-Have

Skills:

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

Soft Skills:

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…