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.
Pay: $25.00 per hour
Expected hours: 37.5 per week
Benefits:
Application question(s):
- Are you comfortable reporting to the office 3 days per week?
- What is your English level out of 10?
- What is your Spanish level out of 10?
Experience:
- Customer service, administrative, or call center experience: 3 years (required)
- Working in an in-office or hybrid work environment: 1 year (required)
- Exposure to being measured against KPIs: 1 year (required)
- 401(k) plans, pension plans, or Canadian equivalents: 1 year (preferred)
- Some understanding of financial services concepts: 1 year (preferred)
Language:
- English (required)
- Spanish (required)
Licence/Certification:
- Post-secondary education or equivalent experience (preferred)
Work Location: Hybrid remote in Toronto, ON M5S 1R1
