Job Description

Our client is a top financial institution with significant North American holdings. They have operations across most major verticals, including institutional & corporate, wealth management, private client, commercial banking, treasury, and retail banking.
Introduction: Prime Hires is seeking a skilled Bilingual (Spanish-English) Customer Service Professional to join our client.
Contract Period: 6 months with potential to extend or convert
Pay Rate: $25.53 per hour
Location: Montreal, QC
Location Type: Hybrid- onsite 3 days per week
Business Hours: Monday-Friday; standard 37.5 hrs/week. We are open Monday through Friday 8 am to 10 pm (all times are Eastern) and although shifts can start between 8 am to 2 pm and rotate, the preferred shifts for this opening are 10 am to 6 pm, 11 am to 7 pm and 12 pm to 8 pm
Job Responsibilities:

• Providing excellent customer service on approximately 30-40 (inbound) calls per day
• Process transactions (account/investment changes, withdrawals, loans)
• Provide information and insight on retirement accounts the participant may have, typically related retirement plan-specific provisions
• Assist customers with the completion of appropriate forms, explain rejections
• Keep current with company policies, procedures, and processes
• Meet metrics relative to customer feedback (surveys), first contact resolution, productivity, accuracy, and reliability
• Recommend client centered resolutions to issues and identify and initiate exceptions within guidelines
• Assisting callers with website and app navigation/registration/account reset
• Meaningful interactions play a vital role in fostering brand loyalty, using promoter language, and creating a positive customer experience

Experience & Qualification Requirements:

• Post-secondary education with industry certification is preferred or equivalent work experience
• Minimum 3-4 years of previous customer service/ administrative/ call centre experience
• Bilingualism in English/Spanish
• Previous experience working in an in - office/hybrid work arrangement
• Previous exposure to being measured against KPIs
• Some understanding of financial services concepts

****ALL CANDIDATES MUST COMPLETE A CRIMINAL AND CREDIT CHECK AS PART OF THE APPLICATION PROCESS****
***We use AI technology as part of our application review process to assist with screening and assessment. All applications are also reviewed by our recruitment team. ***
How to Apply: If you are a motivated professional looking to contribute to a leading team, please submit your resume outlining your qualifications and experience relevant to this role. Prime Hires & the clients we represent, value diversity and are committed to creating an inclusive workplace. We invite all qualified individuals to apply.
Prime Hires & the clients we represent are equal opportunity employers, committed to diversity and inclusion. Prime Hires is a certified diverse supplier and actively seeks to foster a representative and inclusive workforce. We welcome applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, Aboriginal status, or any other legally protected factors. We champion building a diverse and inclusive environment. #LI-DNI #INDPH

Skills Required