Bilingual Customer Service

Description:

The team is responsible for vetting accounts opened by non-resident clients online—ensuring all KYC and government requirements are met. The department is managed by three department managers overseeing both phone lines and back-office processes. A six-week training program is provided for any of the assigned processes.

Daily Responsibilities - A Day in the Life

· The role involves approximately 80% phone work and 20% back-office processing.

• Agents will be assigned either to back-office tasks or call handling and may switch between both during the day.


 

Technology/Software Requirements

· Daily usage of CART, Synergy, Odyssey, etc., for:

o Vetting files

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  • Communicating with clients about missing or required information
  
  
   


 

Must-Have Skills/Experience/Education

· Excellent organizational and communication skills

• Clear speaking voice when communicating in English/French


• Keen attention to detail


• Strong analytical skills and ability to analyze client files efficiently


• Nice to have: AML/KYC experience


 

Nice-to-Have Skills/Experience/Education

· AML/KYC experience

Soft Skills

· Clear communication in French and English

• Problem-solving / Critical thinking


• Time management


• Conflict resolution


• Strong attention to detail