Bilingual Operations Officer - 58466

Boost Your Banking Career in Montreal: Operations Officer II (Hybrid)

Do you have solid experience in the banking sector and a passion for providing empathetic customer service? Our client, a leading financial institution in Montreal, is seeking a fully bilingual Operations Officer II to join a collaborative, supportive, and engaging team.

At the heart of operations, you will provide exceptional phone support (inbound calls) to handle client financial inquiries. You will play a key role in managing estate files, processing branch referrals, and ensuring overall administrative compliance.

Why This Opportunity Stands Out:
- Highly Competitive Pay: Fixed hourly rate of $29.39 / hour.
- Hybrid Flexibility: Work from the comfort of your home 2 days a week (3 days in-office in Montreal).
- Career Growth: 12-month contract with genuine potential for extension or permanency.

Position Details:
- Title: Operations Officer II (Bilingual)
- Location: Montreal (Hybrid: 3 days in-person / 2 days remote)
- Schedule: Full-time (37.5 hours/week), rotating shift Monday to Friday between 8:00 AM and 8:00 PM
- Salary: $29.39 / hour
- Status: 12-month contract with permanent potential

Advantages
Dynamic & Supportive Culture: Join a collaborative 11-person team within a renowned financial institution.
Hybrid Flexibility: Enjoy a balanced schedule with 3 days in office and 2 work-from-home days.
Growth Opportunities: Potential for contract extension or permanent conversion based on business needs and strong performance.
Comprehensive Training: Thorough 4–6 week training period to ensure your success from day one.

Responsibilities
Customer Support: Handle inbound phone inquiries in both English and French regarding estate-related matters, branch referrals, and general banking support.
Documentation & Compliance: Complete, process, and review documentation for accuracy, ensuring strict adherence to operating policies, Anti-Money Laundering (AML), and operational frameworks.
Issue Escalation & Resolution: Identify and escalate complex or high-risk operational issues to the appropriate internal partners to maintain high service quality.
Process Improvement: Actively identify opportunities to streamline operational processes and elevate overall customer service delivery.
SLA & Productivity: Prioritize daily workloads effectively to meet or exceed established Service Level Agreements (SLAs) regarding call completion rates and customer satisfaction.
Team Participation: Engage in short daily team huddles (15–20 minutes) to align on priorities and performance goals.

Qualifications
Must-Have Qualifications:
Bilingualism: Fully fluent in both English and French (verbal and written). This role requires a bilingual candidate because the person will collaborate and provide support to other colleagues and business functions located outside of Quebec who do not speak French.
Experience: 2–4 years of experience within the banking, financial, or trade processing industry.
Call Center Background: Proven experience in an inbound call center environment handling telephone customer inquiries.
Technical Skills: Proficiency in Microsoft 365 (Outlook, Word, and Excel).
Education: Completed post-secondary education degree or diploma.
Schedule Flexibility: Willingness and availability to work rotating 8-hour shifts between 8:00 AM and 8:00 PM, Monday through Friday.
Nice-to-Have Skills:
Prior experience or knowledge of Know Your Customer (KYC) checks and compliance requirements.
Broad understanding of financial account types and cash/market products.
Soft Skills:
Exceptional active listening and empathetic customer service skills.
Strong verbal and written communication abilities.
High attention to detail with strong organizational and time-management skills.
Ability to work independently and adapt to evolving guidelines or procedures.

Summary
This role interests you?

Apply online today and send your CV to [email protected].

Looking forward to hearing from you!

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to [email protected] to ensure their ability to fully participate in the interview process.