Bilingual (French/English) Customer Service Representative

RBC; Montreal; On-site; CAD 45,000 - 65,000; Full time

Job summary

A leading financial institution in Montreal is seeking a Bilingual Creditor Customer Service Representative to provide insurance advice to clients. The role requires interaction in both English and French, emphasizing customer satisfaction and retention. Candidates should possess excellent communication skills and detail-oriented problem-solving abilities. A supportive environment is provided, offering growth opportunities and comprehensive benefits.

Benefits

Competitive compensation

Flexible benefits

Stock options

Work/life balance options

Qualifications

• Bilingualism in English and French required.
• Solid aptitude for listening and finding solutions.
• Strong problem resolution skills.

Responsibilities

• Handle inbound calls and meet customer expectations.
• Secure new business and retain existing business.
• Ensure customers receive optimal service.

Skills

Bilingualism (English and French)

Customer Service

Problem Resolution

Attention to Detail

Communication

Job description

Job Description

The Bilingual (French/English) Creditor Customer Service Representative will interact with clients over the phone and provide them with insurance advice and solutions based on their individual needs. You will strive to constantly improve functions, taking a client focused approach to effectively process client requests and provide advice and service solutions where appropriate regarding their credit insurance coverage on loans, lines of credit, mortgages and business loans. Your ability to provide superior customer service, build rapport, and gain the clients’ confidence will be critical to your success.

What is the opportunity?

The Bilingual (French/English) Creditor Customer Service Representative will interact with clients over the phone, and provide them with insurance advice and solutions based on their individual needs. You will strive to constantly improve functions taking a client focused approach to effectively process client requests and provides advice and service solutions where appropriate regarding their credit insurance coverage on loans, lines of credit, mortgages and business loans. Your will retain the customers by showing the benefits and features of keeping their coverages. Your ability to provide superior customer service, build rapport and gain the clients’ confidence will be critical to your success.

What will you do?

• Handling inbound calls and meeting customer expectations by providing information, understanding needs, offering value added solutions, opportunity spotting, and taking accountability for the resolution of customer concerns
• Secure new business and/or retain existing business
• Ensure customers receive optimal service at a level that meets their needs, personally or by referring them to the appropriate partner (internally or externally)
• Take ownership of client concerns, building ownership and accountability at first point of contact through client-focused behaviours, ensuring, when necessary, the escalation process is followed
• Process applicable paperwork for clients, ensuring accuracy and completeness of information
• Meet monthly sales and retention goals.

What do you need to succeed?

Must-have

• Bilingualism (English and French) required, as you will regularly serve our clients and do business with RBC partners and/or employees across Canada with English and French speaking needs.
• Solid aptitude for listening, establishing rapport and finding the right solutions for customers
• Strong attention to detail and problem resolution skills
• Ability to navigate between multiple systems
• Flexibility to work a variety of shifts as our Centre is open Monday to Friday 8:00am to 8:00 pm in order to better help our clients

Nice-to-have

• Sales experience and success in meeting and exceeding sales targets in a Contact centre environment

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards package including flexible benefits, competitive compensation, and stock options
• Work in a dynamic, collaborative, progressive, and high‑performing team. By joining RBC Insurance, you also become part of a supportive, inclusive team that shares common values – including a fundamental respect for each other
• Leaders who support your development through coaching and managing opportunities
• Flexible work/life balance options
• Ability to make a difference and lasting impact
• Sophisticated RBCI software tools to boost your productivity and grow your business

Job Skills

Communication, Coverage Analysis, Customer Service, Decision Making, Insurance Operations, Knowledge of Claims, Settlement Negotiations

Additional Job Details

Address: 1 PLACE VILLE MARIE:MONTRÉAL

City: Montréal

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: INSURANCE

Job Type: Regular

Pay Type: Salaried

Posted Date: 2025-12-19

Application Deadline: 2026-01-23

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Inclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.