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 in completing applications through digital platforms.

• Assist customers with their enrollment in travel insurance by walking them through necessary steps.

• Achieve and surpass performance metrics, including call handling, client experience, and service quality standards.

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

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

• Keep abreast of BMO Insurance product offerings, market trends, regulatory updates, and competitor activities.

• Ensure precise documentation of client interactions in line with compliance standards and audit requirements.

• Uphold BMO’s values while maintaining integrity and professionalism in all client interactions.

⛳️ Requirements

• Proficiency in English and Bilingual (French/English) is mandatory.

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

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

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

• Proficient in using 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 progression.

• Experience in customer retention and resolving complaints is advantageous.

• Compliance with regulatory guidelines and internal policies is required.

• No advisory services may be rendered.

🏝️ Benefits

• Competitive salary, benefits, and incentive structure.

• Ongoing learning and development opportunities.

• Access to BMO’s comprehensive training resources.

• A dynamic, inclusive, and collaborative culture.

• Health insurance coverage.

• Tuition reimbursement options.

• Accident and life insurance provisions.

• Retirement savings plans.

• Extensive training and coaching.

• Support from management and opportunities for network building.

• Accommodations available upon request for candidates participating in all stages of the selection process.