Job Title: Bilingual Customer Service Representative

Location: Montreal, QC (hybrid)

Duration: 12 months contract (with possibility of extension/conversion)

Typical Day-to-Day Responsibilities

- Direct customer support team in an inbound call center environment.
- Handle estate-related calls, branch referrals, and inbound customer inquiries.
- Complete and process required documentation.
- Submit documents for processing and ensure all information is accurate and complete.
- Execute transactions accurately, on time, and in line with established guidelines/procedures while adhering to formal or informal Service Level Agreement(s) (SLAs).
- Refer or escalate processing or operational issues as needed based on a solid understanding of the issue, connecting with the appropriate function/partner to facilitate resolution and ensure that service quality is maintained.
- Identify opportunities to improve service delivery.
- Support partners with incoming transactions, validating information as needed to perform adjustments within authority levels.
- Interact with partners by responding to requests in an effective and timely manner.
- Prioritize and manage own workload to meet Service Level Agreement (SLA) requirements for service and productivity.
- Understand internal and industry regulations and trends, remain informed of emerging issues, and apply appropriate due diligence in adherence with operating policies/procedures.
- Consistently exercise discretion in managing correspondence, information, and all matters of confidentiality; escalate issues where appropriate.
- Support the timely and accurate completion of business processes.




- Actively review internal processes/activities and provide ideas for process improvement.
- Investigate and escalate non-standard or high-risk activities as appropriate.
- Adhere to enterprise frameworks and methodologies that relate to operations activities for own area (e.g. Anti-Money Laundering, Business Continuity Management).
- Be knowledgeable of and comply with Bank Code of Conduct.

Must-Have Hard Skills

- Fully Bilingual in English and French.
- 2–4 years of banking/financial experience.
- Proficiency in MS 365 – Outlook, Word, Excel.
- Call center experience.

Nice-to-Have Skills

- KYC checks.

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.

Dexian is an Equal Chance Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status

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