Bilingual Customer Support Representative, BMO Insurance
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BMO InsuranceFinancial Services
Remote work arrangement based in CanadaFull-Time
Salary$37,000–$70,000 per year
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Job Details
- Languages
- English and French
- Required Skills
- Customer serviceCRM
Requirements
- Fluency in both English and French, with strong spoken and written communication skills in both languages.
- Previous experience in customer service, sales, contact center, or a similar client-facing environment is preferred.
- Strong interpersonal and communication skills, with the ability to explain information clearly and guide customers through unfamiliar processes.
- A client-focused mindset and the ability to build trust while maintaining professionalism in a variety of customer interactions.
- Comfort working with digital tools, CRM platforms, internal systems, and virtual engagement channels.
- Ability to work effectively in a fast-paced, performance-driven environment while managing multiple customer interactions and priorities.
- Strong attention to detail and commitment to accurate documentation and compliance.
- Results-oriented approach with the ability to meet service and performance targets.
- Experience with customer retention, complaint resolution, or related service activities is considered an asset.
- A growth mindset, curiosity, and enthusiasm for continuous learning and career development.
Responsibilities
- Support bank clients through inbound and outbound interactions relating to group insurance products and services.
- Provide clear, general information about insurance offerings and direct clients to the appropriate digital resources and self-service tools.
- Guide clients through online application processes, ensuring they understand the required steps and experience a seamless journey.
- Support customers enrolling in travel insurance by explaining the process and helping them navigate the required digital steps.
- Maintain accurate records of customer interactions, follow-ups, and relevant information using internal systems and CRM tools.
- Meet established performance standards related to call handling, service quality, client experience, and operational efficiency.
- Identify opportunities to improve the customer experience through effective communication and proactive service.
- Stay informed about product offerings, relevant market developments, regulatory requirements, and competitor activity.
- Follow all applicable regulatory guidelines, internal policies, compliance requirements, and audit standards while avoiding the provision of advisory services.
- Demonstrate professionalism, integrity, and a client-first approach in every interaction.
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