Bilingual Spanish customer service

Customer Service Professional – Bilingual

Location : Toronto, ON

Duration : 6+months

Schedule Hours: Monday-Friday; standard 37.5 hrs/week. We are open Monday through Friday 8 am to 10 pm (all times are Eastern) and although shifts can start between 8 am to 2 pm and rotate, the preferred shifts for this opening are 10 am to 6 pm, 11 am to 7 pm and 12 pm to 8 pm

Typical Day in Role

In this dynamic and ever-evolving role, you will take a proactive approach to every interaction, ensuring a high-quality experience. This position is part of our US Retirement Participant Center, where you will be responsible for handling inbound requests from 401(k) participants. Your tasks will include providing account information, processing investment changes and transactions (such as withdrawals and loans), making account information updates, assisting with website navigation in a UX-driven environment, and helping participants make informed decisions to live easier and better lives.

Providing excellent customer service on approximately 30-40 (inbound) calls per day.

Process transactions (account/investment changes, withdrawals, loans).

Provide information and insight on retirement accounts the participant may have, typically related retirement plan-specific provisions.

Assist customers with the completion of appropriate forms, explain rejections.

Keep current with company policies, procedures, and processes.

Meet metrics relative to customer feedback (surveys), first contact resolution, productivity, accuracy, and reliability.

Recommend client centered resolutions to issues and identify and initiate exceptions within guidelines.

Assisting callers with website and app navigation/registration/account reset.

Meaningful interactions play a vital role in fostering brand loyalty, using promoter language, and creating a positive customer experience.

We serve as a proactive source of education for our callers, while also promoting key assets and resources.

Candidate Requirements/Must Have Skills:

1) Minimum 3-4 years of previous customer service/ administrative/ call center experience

2) Bilingualism in English/Spanish

3) Previous experience working in an in - office/hybrid work arrangement

4) Previous exposure to being measured against KPIs

Soft Skills

Assuming responsibility and taking ownership until resolution.

Capacity to work independently or with minimal direction, within a team.

Managing time effectively within a high volume and fast paced work environment, including the ability to work through multiple cases simultaneously in a timely manner.

Aptitude to build positive relationships between customer/company, effectively organize, prioritize and multi-task. Attention to detail. (priority)* Ability to deal with a wide variety of personalities in a professional manner.

Confidence to handle unclear/unfamiliar expectations from customers.

Problem solving, critical thinking (priority)*

Nice-To-Have Skills:

- Knowledge of 401k/pension plans (or Canadian equivalents) is an asset.

- Some understanding of financial services concepts

Education:

Post-secondary education with industry certification is preferred or equivalent work experience.

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the Canada, Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

Dexian will on request provide accommodation for disabilities to support your participation in all aspects of Recruitment, Assessment and selection process.