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 setting.
- 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 opportunity 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

- 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
- Refer or elevate 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 escalatie non-standard or high-risk activities as appropriate
- Actively review internal processes and contribute ideas for process improvement
- 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 strong 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

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