Bilingual Service Representative

Overview

Our client, a Big 5 bank, is currently hiring for a bilingual customer service representative to join their team in downtown Montreal. This role is within the investment funds group, which supports multiple lines of business: Mutual funds, Global Asset Management, ETFs, broker dealer services, and transfers. The team works with third party advisors and dealers, providing assistance, with occasional investor interaction.

Responsibilities

• Handle inbound calls and emails from advisors and investors, with focus on calls (approximately 80% of workday).
• Open tickets for calls using ServiceNow; tickets may require follow-up the next day if not resolved on first contact.
• Address common questions such as: how to set up an account, trade inquiries, and tax questions (including RRSP).
• Meet team service level agreements: 80% of calls answered within 180 seconds; tickets handled within 24 hour...