Overview

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 skilled 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- ) 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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Seniorities

- Seniority level: Not Applicable

Employment type

- Full-time

Job function

- Customer Service
- Industries: Insurance

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📌 *Bilingual Customer Service Professional (EN/SP) (Laval)
🏢 Recruit Action
📍 Laval