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 Customer Service Professional - Bilingual II to join our client.
Contract Period: 4 months with potential to extend or convert
Pay Rate: $25.53 per hour
Location: Montreal, QC
Location Type: Hybrid: (Currently working Tuesday, Wednesday and Thursday in the office; Monday, and Friday at home).
Business Hours: Monday to Friday: (rotating start times between the hours of operation 8:00am - 8:00pm EST Monday - Friday)
Job Responsibilities:

• Accurately and thoroughly handle increasingly complex client service requests at initial point of contact
• Provide accurate and complete information and insight on retirement products the member may have
• Effectively use multiple administrative systems to resolve inquiries, within the defined service standards
• Assist customers with the completion of appropriate forms and other policy requirements
• Respond to customer inquiries on retirement and investment policies
• Take a proactive role in identifying and reporting areas of continuing client concern (trends) and make recommendations to help develop and implement strategies to resolve the issues in order to improve the service experience
• Recommend client centered resolutions to issues and identify and initiate exceptions within guidelines Identify opportunities and make recommendations to improve operational processes and practices
• Responsible for contributing to a strong collaborative team and building customer working relationships while providing excellent customer service
• Keep current with company policies, procedures, and processes
• Meet expectations relative to Productivity (AHT, Aux Usage, Reliability, Adherence, CX Contribution, etc.), Accuracy (QA, Compliance, etc.) and Service Excellence
• Process transactions on behalf of clients if/when required
• Confidently dealing with unclear/unfamiliar expectations from clients
• Managing time effectively within a high volume and fast paced work environment
• Dealing with multiple cases simultaneously in a timely manner
• Maintaining procedural expertise, broad knowledge and keeping current with our systems and products in our rapidly changing environment
• Able to deal with differing opinions and personalities in a professional manner.

Experience & Qualification Requirements:

• Post-secondary education with industry certification is preferred
• Must be fully and fluently Bilingual (French/English), in both verbal and written proficiency, in both French and English
• Customer service focus and skills
• Work experience in contact center is necessary
• Knowledge of our business policies, procedures, and 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