Customer Service Professional - Bilingual III

Robertson & Company Ltd.; Montreal (administrative region); Hybrid; CAD 47,000 - 57,000; Full time

Job summary

Robertson & Company Ltd. in Montreal, QC, seeks a bilingual Customer Service Professional to support a major financial client. You will handle complex inquiries in French and English, assist with retirement and investment policy questions, and use multiple systems to deliver accurate information in a timely manner. The 6-month contract may extend or convert, offering a stable hybrid work setup and growth opportunities.

Qualifications

• Post-secondary degree required.
• 1 year of contact center experience required.
• Fully bilingual in French and English, both spoken and written.
• Knowledge of our business policies and procedures.

Responsibilities

• Handle complex client service requests at first contact.
• Provide information on retirement products.
• Use multiple systems to resolve inquiries within service standards.
• Assist customers with completing forms and policy requirements.
• Respond to inquiries on retirement and investment policies.
• Identify trends and recommend improvements to resolve issues.
• Proactively identify exceptions within guidelines to resolve issues and improve operations.
• Contribute to a collaborative team and build customer relationships.
• Maintain current knowledge of policies, procedures, and processes.
• Meet productivity, accuracy, and service-excellence metrics.
• Process transactions on behalf of clients if required.

Skills

Bilingual (French/English)

Customer service

Education

Post-secondary degree

Job description

Our client is a top financial institution with significant North American holdings. They have operations across most major verticals, including institutional & corporate, wealth management, private clients, commercial banking, treasury, and retail banking.

Introduction: Prime Hires is seeking a skilled Customer Service Professional - Bilingual II to join our client in support of an existing vacancy.

Contract Period: 6 months with potential to extend and convert

Pay Rate: $25.50 per hour

Location: Montreal, QC

Location Type: Hybrid

Business Hours: Monday – Friday, Core business hours

Job Responsibilities:

• Accurately and thoroughly handle increasingly complex client service requests at initial point of contact.
• Provide accurate and complete information and insight on retirement products the member may have.
• Effectively use multiple administrative systems to resolve inquiries, within the defined service standards.
• Assist customers with the completion of appropriate forms and other policy requirements.
• Respond to customer inquiries on retirement and investment policies.
• Take a proactive role in identifying and reporting areas of continuing client concern (trends) and make recommendations to help develop and implement strategies to resolve the issues to improve the service experience.
• Recommend client centered resolutions to issues and identify and initiate exceptions within guidelines Identify opportunities and make recommendations to improve operational processes and practices.
• Responsible for contributing to a strong collaborative team and building customer working relationships while providing excellent customer service.
• Keep current with company policies, procedures, and processes.
• Meet expectations relative to Productivity (AHT, Aux Usage, Reliability, Adherence, CX Contribution, etc.), Accuracy (QA, Compliance, etc.) and Service Excellence (tNPS).
• Process transactions on behalf of clients if/when required.
  

Experience & Qualification Requirements:

• Post-secondary degree required.
• 1 year of contact center experience required.
• Must be fully and fluently Bilingual (French/English), in both verbal and written proficiency, in both French and English.
• Customer service focus and skills.
• Knowledge of our business policies, procedures, and concepts.

Background screening is required as part of the onboarding process. The type of screening required (criminal, credit, or other verifications) will vary based on the position and client requirements.

We use AI technology as part of our application review process to assist with screening and assessment. All applications are also reviewed by our recruitment team.

Prime Hires & the clients we represent are equal opportunity employers, committed to diversity and inclusion. Prime Hires is a certified diverse supplier and actively seeks to foster a representative and inclusive workforce. We welcome applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, Aboriginal status, or any other legally protected factors. We champion building a diverse and inclusive environment.