Hybrid Bilingual Customer Service Representative, Banking, English/Spanish

Posted 2 months ago

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About the role

  • 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 and explain 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.

Requirements

  • Post-secondary education with industry certification 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 language skills.
  • Excellent written and verbal communication skills.

Benefits

  • 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 (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.
  • Opportunity to develop skills in a fast-paced, customer-focused environment.
  • Join a passionate and inclusive team of professionals.

Job title

Bilingual Customer Service Representative, Banking, English/Spanish

Job type

Experience level

Mid levelSenior

Salary

CA$25 per hour

Degree requirement

No Education Requirement

Location requirements

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