*Bilingual Customer Service Representative (Banking) English/Spanish

Bilingual Customer Service Representative (Banking) English/Spanish 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. What is in it for you: • 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. Responsibilities: • 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. What you will need to succeed: • 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. Why Recruit Action? 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. # MFCJP00015482