Customer Service Professional - Bilingual II

Our client is a top financial institution with significant North American holdings. They have operations across most major verticals, including institutional & corporate, wealth management, private clients, commercial banking, treasury, and retail banking. Introduction: Prime Hires is seeking a skilled Customer Service Professional - Bilingual II to join our client in support of an existing vacancy. Contract Period: 6 months with potential to extend or convert Pay Rate: $25 per hour Location: Toronto, ON Location Type: Hybrid Business Hours: Monday – Friday, 8:00 AM – 10:00 PM or 8:00 AM – 2:00 PM or 10:00 AM – 6:00 PM or 11:00 AM – 7:00 PM or 12:00 – 8:00 PM (Rotational) Job Responsibilities: Providing excellent customer service on approximately 30-40 (inbound) calls per day. Process transactions (account/investment changes, withdrawals, loans). Provide information and insight on retirement accounts the participant may have, typically related retirement plan-specific provisions. Assist customers with the completion of appropriate forms, explain rejections. Keep current with company policies, procedures, and processes. Meet metrics relative to customer feedback (surveys), first contact resolution, productivity, accuracy, and reliability. Recommend client centred resolutions to issues and identify and initiate exceptions within guidelines. Assisting callers with website and app navigation/registration/account reset. Meaningful interactions play a vital role in fostering brand loyalty, using promoter language, and creating a positive customer experience. We serve as a proactive source of education for our callers, while also promoting key assets and resources. Experience & Qualification Requirements: Post-secondary education with industry certification required. 3-4 years of previous customer service/ administrative/ call centre experience required. Bilingualism in English/Spanish. Previous experience working in an in - office/hybrid work arrangement. Previous exposure to being measured against KPIs. Knowledge of 401k/pension plans (or Canadian equivalents) is an asset. Some understanding of financial services concepts. How to Apply: If you are a motivated professional looking to contribute to a leading team, please submit your resume outlining your qualifications and experience relevant to this role. Prime Hires & the clients we represent, value diversity and are committed to creating an inclusive workplace. We invite all qualified individuals to apply. Background screening is required as part of the onboarding process. The type of screening required (criminal, credit, or other verifications) will vary based on the position and client requirements. We use AI technology as part of our application review process to assist with screening and assessment. All applications are also reviewed by our recruitment team. Prime Hires & the clients we represent are equal opportunity employers, committed to diversity and inclusion. Prime Hires is a certified diverse supplier and actively seeks to foster a representative and inclusive workforce. We welcome applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, Aboriginal status, or any other legally protected factors. We champion building a diverse and inclusive environment.

Handle 30-40 inbound calls daily to process financial transactions and provide guidance on retirement account provisions. Assist customers with digital platform navigation and ensure high levels of brand loyalty through positive interactions.

Requires 3-4 years of customer service or call centre experience and bilingualism in English and Spanish. Post-secondary education with industry certification is required, and knowledge of pension plans is considered an asset.

• Customer servicePreferred
• Administrative SupportPreferred
• Client Relationship ManagementPreferred
• KPI ManagementPreferred

Identified from the job description. Confirm important requirements above.

• Customer Service
• Bilingual English/Spanish
• Call Centre Operations
• Financial Services
• Transaction Processing
• Retirement Account Management
• KPI Management
• Account Navigation Support
• Administrative Support
• Client Relationship Management

• Customer Service & Support
• Finance & Accounting
• Administrative

Minimum education

Professional degree

Minimum experience

2+ years

Apply by

Apr 30, 2027

Posting language

English

Working hours

40 hours per week

Seniority

Mid-Senior level

Application method

Direct apply is available