Bilingual Client Services Officer

Haventree Bank; Quebec; On-site; CAD 38,000 - 52,000; Full time

Job summary

Haventree Bank is seeking a Bilingual Client Services Officer to provide exceptional customer service for banking needs, including deposits and lending products. The role requires fluency in French and English, and will involve handling daily inquiries, guiding customers through digital tools, and maintaining accurate CRM records.

Reporting to the Senior Manager, Client Experience, the position offers varied shifts (early morning, daytime, and evening) to support customer service across multiple

Qualifications

• The position requires a college diploma or equivalent.
• 1–2 years of experience in financial services or banking.
• Experience with CRM systems, digital banking platforms, and remote communication tools.
• Proficient in Microsoft Office and comfortable in a paperless environment.
• Strong verbal and written communication; able to handle high call volumes and de‑escalate issues.
• Bilingual in French and English mandatory.

Responsibilities

• Serve as the first point of contact for clients via phone, email, or live chat.
• Address inquiries related to account balances, transactions, online banking, and general services.
• Troubleshoot digital banking issues and escalate technical problems as needed.
• Investigate and resolve client concerns efficiently and empathetically.
• Provide information on banking products such as accounts, GICs, and secured loans.
• Educate clients on digital tools and self-service options, including processing transactions.
• Maintain CRM records and support client retention by ensuring a positive service experience.
• Verify client identity and follow AML/ATF security protocols.
• Update client information and service requests in internal systems.

Skills

CRM systems

Digital banking

Microsoft Office

Verbal communication

Written communication

Multi-tasking

Call handling

De-escalation

Customer service

Bilingual FR/EN

Education

College diploma

Job description

About Haventree Bank

Haventree Bank is a Schedule I Canadian bank dedicated to advancing financial security and upward mobility for Canadians underserved by traditional financial services. Through our broker-distributed alternative mortgage and GIC solutions, as well as our growing digital banking platform, we provide straightforward products that support long-term financial well-being and meaningful growth.

As a CDIC-insured, federally regulated bank, we offer the trust and stability of a traditional financial institution while embracing the innovation and customer-first mindset of a modern digital bank.

If you're looking for a place where your work has a direct impact, your ideas are valued, and innovation is encouraged, Haventree Bank is the place for you.

Position Summary

Reporting to the Senior Manager, Client Experience, the Bilingual Client Services Officer is responsible for delivering exceptional customer service and operational support. This role involves assisting clients with a wide range of banking needs, including assistance with day-to-day banking transactions, servicing deposit accounts, and supporting lending products. The Bilingual Client Services Officer maintains a high standard of accuracy and regulatory compliance while fostering strong client relationships through a proactive approach to understanding needs and resolving issues efficiently. With a focus on both service excellence and operational efficiency, this role contributes to the overall success of the bank and enhances the client experience. This role requires flexibility to work scheduled shifts, including early morning, daytime, and evening shifts, based on business and client service needs.

Major Duties & Responsibilities

Customer Support & Inquiry Handling

• Serve as the first point of contact for clients via phone, email, or live chat
• Address inquiries related to account balances, transactions, online banking, and general services.
• Troubleshoot digital banking issues and escalat technical problems as needed.

Issue Resolution

• Investigate and resolve client concerns efficiently and empathetically.
• Ensure timely follow-up and escalat complex issues to appropriate teams.

Product & Service Guidance

• Provide information on banking products such as accounts, GICs, and secured loans.
• Educate clients on digital tools and self-service options, including processing transactions.
• Support account maintenance and identify opportunities for specialist referrals.

Client Relationship Management

• Build rapport with clients by delivering personalized and attentive service.
• Maintain accurate records of client interactions in CRM systems.
• Support client retention by ensuring a positive and consistent service experience.

Compliance & Security

• Verify client identity and follow security protocols to protect sensitive data.
• Adhere to AML/ATF regulations and report suspicious activity as required.

Administrative Support

• Update client information and service requests in internal systems.
• Assist with documentation and follow-up communications.

Qualifications & Experience

Degrees, Diplomas & Certifications

The position requires a college diploma or equivalent.

Years and Range of Experience Required to Perform the Job

• The position requires at least 1-2 years of experience in a financial services or banking environment.
• Familiar using CRM systems, digital banking platforms, and remote communication tools.
• Understanding of deposit and lending products.
• Proficient in Microsoft Office and comfortable working in a paperless environment.
• Strong verbal and written communication skills; ability to handle high call volumes and de‑escalate issues.
• Experience resolving client issues efficiently and empathetically.
• Comfortable withrepetitivetasks and be able to multi-task.
• Ability to work in a fast-paced, team-oriented environment with performance metrics.
• Bilingual in French and English mandatory

While we thank everyone for their interest in Haventree Bank, please note that only candidates selected for an interview will be contacted. Haventree Bank is committed to providing accommodation when needed. If you require an accommodation, we will work with you to meet your needs.

Haventree Bank embraces equal opportunity, diversity, and inclusion. Please let us know if you require any accommodations during the recruitment and selection process by contacting [e-mail].