Research Support Specialist, Contact Centre

TMX Group; Montreal (administrative region); Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A leading financial services company is looking for a Bilingual Customer Service Representative to support retirement services across Canada. The role offers a hybrid work model, allowing professionals to work from Halifax or Montreal, with a focus on providing exceptional customer service in both English and French. Candidates should have at least one year of contact center experience and excellent communication skills. This position provides an hourly salary of $25.54 for a full-time schedule of 37.5 hours per week.

Qualifications

• 1+ year of contact center experience in a client-facing service role.
• Proven excellent verbal and written communication skills.
• Ability to build strong relationships with clients.

Responsibilities

• Handle client service requests accurately and efficiently.
• Provide detailed information on Canadian retirement products.
• Participate in process improvement initiatives.

Skills

Bilingual fluency in English and French

Customer service orientation

Analytical thinking

Multitasking

Education

Post-secondary education with relevant industry certification

Job description

Bilingual Customer Service Representative (Banking)

Start Date: January 19, 2026 | Number of Positions: 15 | Employment Type: Permanent

Dynamic bilingual role in the insurance industry supporting retirement services across Canada. Work in a hybrid model from Halifax or Montreal, with paid training, flexible hours, and potential for extension or full‑time hire. Ideal for contact center professionals with strong communication skills in English and French.

What is in it for you

• Hourly salary of $25.54.
• 3‑month contract with the potential for permanent employment.
• Full‑time position: 37.50 hours per week.
• Rotating shifts between 8 am to 8 pm EST.
• Hybrid work: 3 office days, from Tuesday to Thursday.
• Industry: Insurance and Canadian Retirement Services.

Responsibilities

• Handle client service requests accurately and efficiently at the initial point of contact.
• Provide detailed information on Canadian retirement and investment products.
• Use multiple administrative systems to manage and resolve inquiries.
• Guide customers through required forms and policy processes.
• Proactively identify client issues and recommend service improvements.
• Resolve issues within service guidelines and escape when needed.
• Participate in process improvement initiatives and share feedback on client trends.
• Maintain current knowledge of company policies and procedures.
• Meet performance standards in productivity, quality, compliance, and customer satisfaction.
• Process client transactions as required.
• Protect client privacy and mitigate risk related to account takeovers and fraud.
• Manage multiple cases simultaneously in a fast‑paced environment.
• Foster a positive team culture and client relationships.

Qualifications

• Post‑secondary education with relevant industry certification preferred, or equivalent work experience.
• 1+ year of contact center experience in a client‑facing service role.
• Bilingual fluency in English and French to support clients in both languages.
• Proven customer service orientation with excellent verbal and written communication skills.
• Ability to build strong relationships and maintain a client‑first approach.
• Comfortable working independently and collaboratively in a team setting.
• Analytical thinking and problem‑solving capabilities.
• High attention to detail and organizational skills.
• Ability to multitask and prioritize effectively in a time‑sensitive environment.
• Responsible and solution‑focused mindset with ownership of client issues.
• Familiarity with insurance or financial services policies, processes, or tools is an asset.

Why Recruit Action?

Recruit Action (agency permit: AP‑) provides recruitment services through quality support and a personalized approach to job seekers and businesses. Only candidates who match hiring criteria will be contacted.