Bilingual Customer Service Representative (EN/SP)

Job Description

Start date : November 16

Bilingual 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 U.S. 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: 37.50 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 U.S. 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 U.S. 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.

Why Recruit Action?

Recruit Action (agency permit: AP-2504511) provides recruitment services through quality support and a personalized approach. As part of the screening process, some applications may be reviewed using artificial intelligence tools. Only candidates who meet the hiring criteria will be contacted.