[Hiring] Bilingual Customer Support Representative @BMO

Role Description

At BMO Insurance, we are continuing to expand our reach and enhance the client experience through innovative service offerings. As a Customer Support Representative, you will be part of a dynamic, high-performing team supporting bank clients with their group insurance needs. This role offers an exciting opportunity to contribute to a growing area of the business while building valuable experience within one of Canada’s leading financial institutions. As a Bilingual Customer Support Representative, you will play a key role in supporting clients as they navigate their insurance options. You will provide clear information, guide clients to the appropriate digital tools, and ensure a seamless and efficient experience.

• Engage with BMO bank clients through inbound and outbound channels to support group insurance products.
• Provide general information on group insurance products and guide clients to appropriate online resources and tools.
• Direct clients to complete their applications through digital platforms, ensuring a smooth and efficient process.
• Support the enrollment of customers in travel insurance by guiding them through the required steps and ensuring a seamless client experience.
• Meet and exceed performance metrics, including call handling, client experience, and service quality standards.
• Utilize internal systems and tools to track interactions and support client follow-ups as needed.
• Identify opportunities to enhance the client experience through effective communication and service.
• Stay current on BMO Insurance product offerings, market trends, regulatory changes, and competitor activity.
• Adhere to all regulatory guidelines and internal policies while ensuring no advisory services are provided.
• Ensure accurate documentation of all client interactions in accordance with compliance standards and audit requirements.
• Champion BMO’s values and ensure a high standard of integrity and professionalism in every client interaction.

Qualifications

• English and Bilingual (French/English) proficiency is required.
• Previous experience in customer service, sales, or contact center environments is preferred.
• Strong communication and interpersonal skills with a client-first mindset.
• Ability to clearly explain information and guide clients through processes.
• Comfortable using digital tools, CRM platforms, and virtual engagement channels.
• Results-oriented with the ability to work in a fast-paced, performance-driven environment.
• Growth mindset with a genuine passion for continuous learning and career advancement.
• Experience in customer retention, complaint resolution is an asset.

Requirements

• Salary: $37,000.00 - $70,000.00
• Pay Type: Salaried
• Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure.
• Salaries for part-time roles will be pro-rated based on number of hours regularly worked.
• For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.
• BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards.
• BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans.

Benefits

• Be part of a brand new, fast-growing team with strong support from one of Canada’s leading financial institutions.
• Competitive compensation, benefits, and incentive structure.
• Continuous learning and development opportunities, with access to BMO’s extensive training resources.
• A dynamic, inclusive, and collaborative culture where innovation and customer impact are valued every day.