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*Bilingual Customer Service Professional (EN/SP)Recruit Action inc. • Laval, QC, CA
*Bilingual Customer Service Professional (EN/SP)

*Bilingual Customer Service Professional (EN/SP)

Recruit Action inc. • Laval, QC, CA
30+ days ago
Job type
  • Full-time
  • Permanent
  • Temporary
Job description

Overview

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 Action

Recruit 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

Seniorities

  • Seniority level: Not Applicable

Employment type

  • Full-time

Job function

  • Customer Service
  • Industries: Insurance

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*Bilingual Customer Service Professional (EN/SP) • Laval, QC, CA

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