Job Description

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.

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