Bilingual Customer Service Representative (EN/SP)

Start date : November 16Bilingual Customer Service Representative (English/Spanish)
Join a dynamic insurance team supporting retirement services in a fast-paced environment where every customer interaction matters. We are hiring 10 professionals for this opportunity, offering a hybrid work model, varied shift options between 8:00 am and 10:00 pm Eastern Time, and valuable exposure to markets. This role provides the opportunity to grow your expertise while delivering meaningful support to participants.
What is in it for you:
•Hourly salary of $25.
• 5-month contract with the potential for permanent employment.
• Full-time position: hours per week.
• Hybrid work, with 3 days per week in the office.
• Business hours: 8:00 am to 10:00 pm.
• Shifts may start between 8:00 am and 2:00 pm. and may rotate according to business needs.
• Preferred shifts are 10:00 am to 6:00 pm, 11:00 am to 7:00 pm, and 12:00 pm to 8:00 pm.
• Availability is required for varying shifts within the department’s operating hours.
• The department remains open during Canadian statutory holidays that do not coincide with statutory holidays.
• Number of positions: 15.
Responsibilities:• Handle approximately 30 to 40 inbound calls per day.
• Provide account information to retirement plan participants.
• Process account and investment changes, withdrawals, loans, and other transactions.
• Provide information and insight related to retirement accounts and retirement plan provisions.
• Assist customers in completing required forms and explain rejections when applicable.
• Maintain current knowledge of company policies, procedures, and processes.
• Meet performance metrics related to customer feedback, first contact resolution, productivity, accuracy, and reliability.
• Recommend client-centered resolutions and identify and initiate exceptions within established guidelines.
• Assist callers with website and mobile application navigation, registration, and account resets.
• Deliver a high-quality customer experience through meaningful interactions and promoter language.
• Educate callers on available resources and promote key assets and tools.
• Support English- and Spanish-speaking customers within the Retirement Participant Center.
What you will need to succeed:Required qualifications• 3-4 years of previous customer service, administrative, or call center experience.
• Bilingualism in English and Spanish to support English- and Spanish-speaking customers.
• Previous experience working in an in-office or hybrid work arrangement.
• Previous exposure to being measured against KPIs.
Preferred qualifications• Post-secondary education with industry certification, or equivalent work experience.
• Knowledge of 401(k) plans, pension plans, or Canadian equivalents.
• Understanding of financial services concepts.
Soft skills• Assuming responsibility and taking ownership until resolution.
• Capacity to work independently or with minimal direction within a team.
• Strong time management, organizational, prioritization, and multitasking skills in a high-volume, fast-paced environment, including the ability to manage multiple cases simultaneously.
• Ability to build positive relationships with customers and interact professionally with a wide variety of personalities.
• Attention to detail.
• Confidence in handling unclear or unfamiliar customer expectations.
• Strong problem-solving and critical-thinking skills.
• Demonstrated ability to adapt to change.