Job Description Start date: November 16 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 10 professionals for this opportunity, offering a hybrid work model, wide-ranging 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. • 5-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.

📌 Bilingual Customer Service Representative (EN/SP) (Toronto)
🏢 Recrute Action
📍 Toronto