Bilingual Customer Support Representative

This is a fully remote position, open to applicants in Canada.

📋 Description

• Interact with BMO bank clients via inbound and outbound channels to assist with group insurance products.

• Offer general information regarding group insurance products and direct clients to suitable online resources and tools.

• Guide clients through the completion of applications utilizing digital platforms.

• Assist customers in enrolling in travel insurance by navigating them through the necessary steps.

• Strive to meet and surpass performance metrics, encompassing call handling, client experience, and service quality standards.

• Employ internal systems and tools to monitor interactions and facilitate client follow-ups.

• Spot opportunities to improve the client experience through effective communication and service.

• Remain informed about BMO Insurance product offerings, market trends, regulatory shifts, and competitor activities.

• Comply with regulatory guidelines and internal policies while ensuring no advisory services are rendered.

• Maintain precise documentation of client interactions to meet compliance and audit requirements.

• Uphold BMO’s values by demonstrating integrity and professionalism in every client interaction.

⛳️ Requirements

• Proficiency in English and bilingual French/English is mandatory.

• Previous experience in customer service, sales, or contact center settings is advantageous.

• Excellent communication and interpersonal skills with a client-first approach.

• Ability to articulate information clearly and guide clients through processes effectively.

• Comfortable utilizing digital tools, CRM platforms, and virtual engagement channels.

• Results-driven with the capability to thrive in a fast-paced, performance-oriented environment.

• Possess a growth mindset with a genuine enthusiasm for continuous learning and career progression.

• Experience in customer retention and complaint resolution is beneficial.

• Must comply with regulatory guidelines and internal policies.

• Ensure accurate documentation in line with compliance standards and audit requirements.

🏝️ Benefits

• Competitive salary, benefits, and incentive structure.

• Ongoing learning and development opportunities.

• Access to BMO’s comprehensive training resources.

• A dynamic, inclusive, and collaborative work culture.

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• Extensive training and coaching.

• Managerial support and networking opportunities.

• Workplace accommodations available upon request.