Location: Montreal, Quebec — Hybrid: 3 days in-office, 2 days WFH

Duration: 12 months extension and conversion possible based on performance and business needs

Schedule: Rotating schedule, Monday – Friday, 8 AM – 8 PM window; 8 hours/day, 37.5 hours/week; no overtime

Employment Type: Contract (12 months) with possible extension and conversion to permanent

Shift Hours: Rotating shifts within 8 AM – 8 PM, Monday – Friday

- A leading Canadian financial institution (the Client) is seeking two Operations Officer II - Bilingual professionals to join its Credit Centre Operations team at the Mile End campus in Montreal.
- This is a customer-facing, 100% telephone-based role within an inbound call center environment.
- You will provide direct support to clients across English and French, handling estate-related calls, branch referrals, and inbound customer inquiries, while accurately completing and processing required banking documentation.
- You will interact with both internal partners and external customers daily, and you will have access to customer data, so discretion and confidentiality are essential.
- This role is ideal for bilingual banking professionals who thrive in a collaborative, dynamic team culture and want the chance to work for a leading financial institution with a clear path to extension and possible conversion to permanent employment.

- The team provides 4–6 weeks of structured training and keeps meetings light (a 15–20 minute daily huddle), so you can focus on serving clients and growing your expertise.

Responsibilities Customer Support & Call Handling

- Provide direct customer support as part of a team in a 100% telephone-based inbound call center environment
- Handle estate-related calls, branch referrals, and inbound customer inquiries in English and French
- Serve customers with empathy, contributing to high customer satisfaction scores
- Meet daily call-volume expectations and adhere to service level agreements (SLAs)

Transaction Processing & Documentation

- Complete and process required documentation accurately and on time
- Submit documents for processing,



ensuring all information is accurate and complete
- Validate information with partners as needed and perform adjustments within authority levels
- Execute transactions in line with established guidelines, procedures, and formal or informal SLAs

Compliance, Escalation & Improvement

- Refer or escalate processing and operational issues based on a solid understanding of the issue
- Adhere to operating policies and enterprise frameworks, including Anti-Money Laundering (AML) and Business Continuity Management (BCM)
- Investigate and escalate non-standard or high-risk activities as appropriate
- Actively review internal processes and contribute ideas for process improvement

Workload & Collaboration

- Prioritize and manage own workload to meet SLA requirements for service and productivity
- Participate in a brief (15–20 minute) daily huddle with the team
- Interact with both internal and external stakeholders to facilitate timely resolutions
- Exercise discretion in managing correspondence, information, and matters of confidentiality

Required Skillsets

- Bilingual Communication (English/French): Full professional fluency in both English and French, spoken and written; able to switch languages seamlessly on live customer calls
- Banking/Financial Services Knowledge: 2–4 years of experience in banking or financial services, including knowledge of common account types and banking products
- Inbound Call Center Experience: Proven experience working in a call center or contact center environment, ideally handling inbound customer service calls
- Microsoft 365 Proficiency: Strong day-to-day proficiency with Outlook, Word, and Excel
- Customer Service Excellence: Demonstrated ability to deliver empathetic,



high-quality customer service and achieve robust satisfaction outcomes
- Attention to Detail: Accuracy in completing and processing documentation; ability to handle high volumes of work under strict deadlines
- Organizational & Time Management Skills: Ability to prioritize workload and meet SLA requirements for service and productivity
- Analytical & Quantitative Skills: Excellent quantitative and analytical skills for processing transactions and validating information
- Team & Independent Work: Ability to work independently as well as collaboratively within an 11-person team
- Adaptability: Self-motivated and goal-oriented, with the ability to adapt to changing policies and procedures, including rotating shift schedules

Preferred Skillsets

- Knowledge and hands-on experience performing KYC (Know Your Customer) checks
- Experience handling estate-related and deceased account calls
- Understanding of Anti-Money Laundering (AML) principles and regulatory requirements
- Familiarity with Money Market and FX products (e.g., options, FX spots and forwards, Money Market deposits and loans)
- Knowledge of Global and WSS platforms
- Trade processing experience with cash products (loans, deposits, swaps, forwards)
- Experience working with branch referrals and escalations
- Stable, long-tenure employment history with a leading financial institution

Education : Post-secondary education (minimum)

Certifications : None required

Licenses : N/A

About US Tech Solutions : US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com

Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

AI Statement: By applying, you acknowledge that AI-assisted tools may be used during the recruitment process.

📌 Bilingual Operations officer #26-19947 (Montreal)
🏢 US Tech Solutions
📍 Montreal