Bilingual Customer Support Representative

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

📋 Description

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

• Offer general insights about group insurance products and direct clients to suitable online resources and tools.

• Guide clients to complete their applications through digital platforms.

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

• Achieve and surpass performance metrics related to call handling, client experience, and service quality.

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

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

• Remain updated on BMO Insurance products, market trends, regulatory changes, and competitive activities.

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

• Thoroughly document client interactions to meet compliance and audit standards.

• Exemplify BMO’s values and uphold integrity and professionalism during each client interaction.

⛳️ Requirements

• Proficiency in English and bilingual French/English skills is highly advantageous.

• Prior experience in customer service, sales, or contact center settings is preferred.

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

• Capability to clearly articulate information and guide clients through processes.

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

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

• A growth mindset with a sincere enthusiasm for continuous learning and career progress.

• Experience in customer retention and complaint resolution is beneficial.

• Ability to adhere to regulatory guidelines and internal policies.

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

🏝️ Benefits

• Competitive compensation, benefits, and incentive structure.

• Continuous learning and development opportunities.

• Access to BMO’s extensive training resources.

• Dynamic, inclusive, and collaborative work culture.

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• Manager support and networking opportunities.

• Workplace accommodations available upon request.