Bilingual Client Services Specialist

Overview

The Bilingual Client Services Specialist at Flexiti supports customers and merchants in the credit card and financial sector by providing exceptional service, evaluating credit applications, and ensuring compliance with company and regulatory standards.

• Deliver exceptional customer service for inbound inquiries related to pending applications, fraud/credit risk, credit limit increases, and merchant support.
• Evaluate applications pending credit approval, assessing eligibility based on credit guidelines.
• Validate and verify applicants via telephone to mitigate fraud risk and review supporting documentation to confirm identity.
• Process credit limit increase requests.
• Provide support to merchants completing point‑of‑sale/real‑time credit applications.
• Adhere to departmental escalation procedures, Quality Standard Guidelines, and PCI compliance requirements.
• Report customer feedback through the established escalation matrix.
• Maintain composure and discretion when managing conflict, prioritizing superior customer service and goodwill.
• Respond to customer and merchant inquiries, identifying optimal strategies to satisfy their present and future needs.
• Offer efficient and reliable problem‑solving assistance to customers and merchants.
• Accurately complete all requisite documentation, adhering to policies and procedures for data input, communication with third‑party partners, and initiation of fulfillment.
• Participate in team meetings and committees (escalation queues, call campaigns, best practices, peer evaluation).
• Pursue continuous professional development through cross‑training, mentorship, and staying informed on product updates.

• Excellent oral and written communication skills in English and French.
• 1–2 years of customer service experience in a call‑center environment (preferred).
• 1–2 years of experience in the credit card or financial sector.
• Strong communication proficiencies including active listening, probing, and negotiation skills.
• Demonstrated analytical and problem‑solving capabilities under time constraints.
• Adaptable, flexible, composed, focused, and reliable.
• Ability to exercise sound judgment in moderately complex scenarios.
• Availability to work full‑time with flexibility for rotational shifts.
• Ability to satisfy minimum work‑from‑home requirements: high‑speed internet (minimum 50 Mbps download & 10 Mbps upload), hardwired connection, dedicated quiet workspace.
• Customer‑centric approach with the ability to address moderately complex procedures and situations.
• Willingness and eagerness to learn from industry best practices and implement learnings to support customers.
• Experience in credit lending/adjudication/collections.
• Experience in fraud detection/application verification/fraud investigation.
• Strong PC knowledge and proficiency in MS Word, Excel, Teams, and Outlook.

• Health & wellbeing resources and programs
• Paid vacation, personal, and sick days for work‑life balance
• Competitive compensation and benefits packages
• Work‑life balance in a hybrid environment with at least 3 days in office
• Career growth and development opportunities
• Opportunities to contribute to community causes
• Work with diverse team members in an inclusive and collaborative environment

Base salary range: $49,000 – $50,000 CAD (bilingual requirements). The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for full‑time permanent roles.