Customer support representative - wholesale

Start date : November 16 Bilingual Customer Service Representative (English/Spanish) Join a dynamic insurance team supporting retirement services in a fast-paced environment where every customer interaction matters. We are hiring 10 professionals for this opportunity, offering a hybrid work model, varied shift options between 8:00 am and 10:00 pm Eastern Time, and valuable exposure to U.S. markets. This role provides the opportunity to grow your expertise while delivering meaningful support to participants. What is in it for you: ? Hourly salary of $25. ? 5-month contract with the potential for permanent employment. ? Full-time position: 37.50 hours per week. ? Hybrid work, with 3 days per week in the office. ? Business hours: 8:00 am to 10:00 pm. ? Shifts may start between 8:00 am and 2:00 pm. and may rotate according to business needs. ? Preferred shifts are 10:00 am to 6:00 pm, 11:00 am to 7:00 pm, and 12:00 pm to 8:00 pm. ? Availability is required for varying shifts within the department?s operating hours. ? The department remains open during Canadian statutory holidays that do not coincide with U.S. statutory holidays. ? Number of positions: 15. Responsibilities: ? Handle approximately 30 to 40 inbound calls per day. ? Provide account information to retirement plan participants. ? Process account and investment changes, withdrawals, loans, and other transactions. ? Provide information and insight related to retirement accounts and retirement plan provisions. ? Assist customers in completing required forms and explain rejections when applicable. ? Maintain current knowledge of company policies, procedures, and processes. ? Meet performance metrics related to customer feedback, first contact resolution, productivity, accuracy, and reliability. ? Recommend client-centered resolutions and identify and initiate exceptions within established guidelines. ? Assist callers with website and mobile application navigation, registration, and account resets. ? Deliver a high-quality customer experience through meaningful interactions and promoter language. ? Educate callers on available resources and promote key assets and tools. ? Support English- and Spanish-speaking customers within the U.S. Retirement Participant Center. What you will need to succeed: Required qualifications ? 3-4 years of previous customer service, administrative, or call center experience. ? Bilingualism in English and Spanish to support English- and Spanish-speaking customers. ? Previous experience working in an in-office or hybrid work arrangement. ? Previous exposure to being measured against KPIs. Preferred qualifications ? Post-secondary education with industry certification, or equivalent work experience. ? Knowledge of 401(k) plans, pension plans, or Canadian equivalents. ? Understanding of financial services concepts. Soft skills ? Assuming responsibility and taking ownership until resolution. ? Capacity to work independently or with minimal direction within a team. ? Strong time management, organizational, prioritization, and multitasking s