About this role
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 15 professionals for this opportunity, offering a hybrid work model, varied 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.
? 7-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