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
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