*Bilingual Customer Service Professional (EN/SP) - Jobs in Laval, Québec, Canada, H7N

Job Description

Bilingual Customer Service Professional (EN/SP) 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 ActionRecruit 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