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Bilingual Client Support Specialist

2 months ago

Winnipeg, Manitoba, Canada TEKsystems Full time

Position Overview:

A prominent banking institution is seeking a bilingual (French and English) client support specialist. In this role, you will embody the brand's values and deliver exceptional assistance to clients through various communication channels, including phone, email, chat, video, and mobile. This position offers full-time hours with a flexible hybrid work model, allowing for a balance between remote and in-office work.

Key Responsibilities:


• Handle 50-60 incoming calls per shift from existing credit card customers, ensuring each interaction is a memorable customer service experience.


• Address inquiries and concerns related to credit card services, such as balance inquiries, limit adjustments, and reporting fraudulent activities.


• Provide empathetic support to clients, assisting them with a variety of banking solutions and resolving issues at the first point of contact.


• Collaborate with team members to achieve collective goals and enhance client satisfaction.


• Foster strong relationships with partners to operate as a cohesive unit.


• Adhere to compliance protocols and processes to safeguard client and shareholder interests.


• Guide clients in utilizing digital tools, including navigating mobile applications and online banking platforms.


• Demonstrate empathy by acknowledging wait times and apologizing for delays.


• Focus on delivering outstanding client experiences, addressing immediate needs, and identifying additional opportunities for client engagement.


• Specialize in credit card services, including understanding product features, interest calculations, transaction reviews, and benefits.


• Utilize critical thinking skills to investigate transactions and manage straightforward fraud inquiries.

Required Skills & Qualifications:

1. Bilingual proficiency in English and French.

2. Over one year of experience in a fast-paced customer service environment (e.g., call centers, retail).

3. Strong digital literacy across various devices (smartphones, tablets, laptops) with proficient keyboarding skills and internet navigation.

4. Experience working in a team-oriented and metrics-driven performance setting.

5. Minimum educational requirement: High school diploma.

Additional Information:


• Flexibility to work various shifts that accommodate client needs.


• Ability to work independently, demonstrating effective time management, organizational, and problem-solving skills.


• Exceptional client service skills and confidence in engaging clients through multiple communication channels.


• Proven ability to build rapport and maintain client relationships, ideally within the financial or service sectors.


• A passion for creating exceptional client experiences and a curiosity to assist clients in meeting their needs.


• Previous experience in a customer service role providing diverse solutions to client needs.

About TEKsystems:

We are partners in transformation. We assist clients in activating ideas and solutions to leverage a new world of opportunities. Our team of 80,000 works with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe, and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world applications, we collaborate with progressive leaders to drive change. This is the essence of true partnership. TEKsystems is part of the Allegis Group.