About the job

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: 12 months with potential to extend or convert

Pay Rate: $22 per hour

Location: Ontario

Location Type: Remote

Business Hours: Monday – Friday, Core business hours

Job Responsibilities:

• Respond to customer inquiries regarding products and services via phone or email.
• Identify customer issues and provide solutions or appropriate follow up.
• Resolve service or billing concerns, including refunds, exchanges, and bill adjustments.
• Communicate claim investigation updates and planned adjustments to customers.
• Escalate unresolved complaints to the appropriate internal departments.
• Maintain detailed and accurate records of customer interactions and actions taken.
• Ensure a professional, customer focused experience while meeting productivity expectations.
• Experience & Qualification Requirements:Degree required.
• 2-4 years of customer service experience handling customer inquiries and complaints.
• French – Bilingual.
• Ability to accurately document and record customer information and interactions.
• Attention to detail and strong interpersonal skills.
• Experience using computer applications, such as MS Outlook and data entry systems.
• Ability to work independently and manage time effectively.
• Experience handling billing adjustments, refunds, or service resolutions.
• Exposure to inbound and outbound call environments.
• Customer service experience in corporate, financial, or insurance settings, medical.
• Familiarity with issue escalation processes.
• Ability to manage high call or inquiry volumes while maintaining service quality.

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.

•        Client Relationship Management & UHNW Advisory: Manages high-net-worth and international client relationships, delivering tailored, trust-based advisory aligned with client goals, risk appetite, and investment horizon.

•        Portfolio & Wealth Management: Evaluates client financial positions and identifies opportunities across investments, deposits, and protection solutions to support holistic financial planning.

•        NRI Banking & Cross-Border Transactions: Handles NRI banking, forex transactions, remittances, and account management, with a focus on compliant and seamless international service delivery.

•        Regulatory Compliance & Risk Control: Applies KYC/AML frameworks and internal risk controls consistently across client onboarding, transactions, and portfolio reviews.

•        Business Development & Cross-Selling: Builds new client relationships through proactive prospecting, referrals, and networking, while expanding wallet share through cross-selling and upselling.

•        Financial Operations & Process Ownership: Owns end-to-end financial and offboarding processes, coordinating across teams to ensure accurate, timely, and audit-compliant closure.