*bilingual Customer Service Representative (en/sp) - Laval, QC

Bilingual Customer Service Representative (English/Spanish)

Start date: December 8, 2025

Number of positions: 25

Customer service role (English, French, Spanish) in the insurance industry based in Montreal with a hybrid schedule. Support U.S. retirement plans in a high-volume, client-facing environment. Great opportunity to apply call center experience, grow in a dynamic team, and gain exposure to U.S. markets.

What is in it for you:

• Hourly salary of $25.54.
• 5-month contract with the potential for permanent employment.
• Monday to Friday, 37.5 hours/week.
• Shifts between 10 am and 8 pm.
• Opportunity to work in a dynamic and professional environment.
• Join a passionate and inclusive team of professionals.

Responsibilities:

• Handle approximately 30–40 inbound calls per day from retirement plan participants.
• Provide accurate account information and guide users through investment changes, withdrawals, and loans.
• Support participants with website and app navigation, registration, and password resets.
• Process and track account updates and ensure timely resolution of requests.
• Assist clients with completing required forms and clarify any rejections.
• Maintain up-to-date knowledge of company policies and retirement plan-specific provisions.
• Deliver client-focused solutions and escalate exceptions when necessary.
• Meet or exceed expectations related to customer satisfaction, resolution time, productivity, and accuracy.
• Promote digital tools and online resources while fostering positive client interactions.
• Work collaboratively in a metrics-driven, fast-paced environment.
• Remain available for flexible shifts based on business demand and coverage during U.S. holidays.

What you will need to succeed:

• Post-secondary education with relevant industry certification preferred or equivalent work experience.
• 3–4+ years of customer service, administrative, or call center experience.
• Previous experience in hybrid or in-office roles.
• Proven ability to meet performance metrics and KPIs.
• English, French, and Spanish to support clients in all three languages.
• Excellent time management and multitasking skills in high-volume environments.
• Strong attention to detail and ability to manage simultaneous cases.
• Effective communication skills and a professional demeanor across diverse client profiles.
• Demonstrated ownership in resolving customer issues independently.
• Critical thinking and problem-solving abilities.
• Knowledge of 401(k), pension plans, or financial services is an asset.

Why Recruit Action?

Recruit Action (agency permit: AP-2000003) provides recruitment services through quality support and a personalized approach to job seekers and businesses. Only candidates who match hiring criteria will be contacted.