Bilingual Customer Service Representative

Job summary

The representative will interact directly with customers to troubleshoot issues, answer banking inquiries, and perform proactive account maintenance. They will also collaborate with internal teams to ensure a seamless digital onboarding experience and maintain high service standards.

Job details

Our employer partner, Banking Industry is currently looking to add an experienced Bilingual Customer Service Representative to their team! Job Overview: Reporting to the Manager, Customer Contact Centre, the Bilingual Customer Care Representative will interact directly with customers, understand their needs, troubleshoot issues, answer product and banking inquiries, resolve issues, perform proactive account maintenance all while delivering a seamless customer experience across all channels of communication. An integral member of the Digital Banking team, this individual will collaborate daily with Digital Operations, IT Operations, and Global Security & Marketing teams. Key Responsibilities: * Deliver exceptional customer service to customers by identifying their banking needs and providing accurate information and guidance on products and offerings * Field large volumes of inbound calls and chats and ensure best-in-class service standards, while meeting response and resolution SLAs * Own the digital-onboarding experience and help customers onboard successfully, resolve issues if any and communicate status to all stakeholders involved in a timely manner * Strive to resolve customer issues and queries at first contact and escalate issues in accordance with complaints handling process * Communicate effectively with customers and propagate core values of Respect, Agility, Integrity, Service and Empowerment to build lasting customer relationships * Execute established controls to ensure adherence to regulatory requirements, Equitable and company policies and Code of Conduct and Ethics * Identify, recommend and participate in implementation of opportunities for continuous improvement relative to customer experience and product delivery Qualifications: * 1-3 years of call center and/or customer service experience is required for this role with on phone experience preferred * One plus years of banking or finance experience is needed for this role * Post-secondary degree or certification in related field of study is desirable such as hospitality or finance * Strong ability to adapt to change * Demonstrated ability to own an issue and drive to resolution * Demonstrated ability to have difficult conversations with customers while maintaining a professional and proactive manner – both written and oral * Excellent verbal and written communication skills * Excellent problem-solving skills and ability to work in a face paced environment * Experience working with a high degree of autonomy and self-direction * Ability to understand use different software (CRM, Microsoft Office Suite) * Ability to communicate in French and English is essential (truly bi-lingual both conversationally and in written channels like live chat) We thank all applicants interested in this opportunity; however, please note that only selected candidates will be contacted regarding next steps. Recruitment Transparency & Compliance Statement Jumpstart Refugee Talent advertises Ontario-based employment opportunities in alignment with the Employment Standards Act (ESA) job posting requirements effective January 1, 2026. As a third-party sourcing organization, Jumpstart reviews publicly advertised postings to support compliance with applicable requirements, including: * Review of compensation disclosures * Prohibition on “Canadian experience” requirements * Disclosure of artificial intelligence use (where applicable) * Maintenance of posting records for compliance purposes * Procedures to identify and address potentially fraudulent or misleading job postings Jumpstart does not conduct hiring or make employment decisions. Employers remain responsible for final recruitment processes and employment determinations.

What you’ll do

The representative will interact directly with customers to troubleshoot issues, answer banking inquiries, and perform proactive account maintenance. They will also collaborate with internal teams to ensure a seamless digital onboarding experience and maintain high service standards.

Requirements

Candidates must have 1-3 years of call center or customer service experience and at least one year of banking or finance experience. Proficiency in both French and English is essential for this role.

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• adaptability · Preferred
• Regulatory Compliance · Preferred
• Attention to detail · Preferred
• Communication · Preferred
• Microsoft Office Suite · Preferred
• Conflict Resolution · Preferred
• CRM · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Bilingual
• Banking
• Finance
• Call center
• Problem-solving
• Communication
• CRM
• Microsoft Office Suite
• Digital onboarding
• Conflict resolution
• Time management
• Attention to detail
• Adaptability
• Regulatory compliance
• Inbound Calls
• Digital Banking
• Product Delivery
• Bilingual (French/English)
• Ethical Standards And Conduct
• Service Standards
• Artificial Intelligence
• Business Intelligence
• Multilingualism
• Customer Relationship Management
• Call Center Experience
• Customer Service
• Continuous Improvement Process
• Marketing
• Information Technology Operations
• Problem Solving
• Microsoft Office
• Operations
• Telephone Skills
• Troubleshooting (Problem Solving)

Job areas

• Customer Service & Support
• Finance & Accounting
• Bilingual Customer Service Representative
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives