Job Description
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 15 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.
• 7-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.
Bilingual Customer Service Representative (EN/SP) • Toronto, ON, ca
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