Bilingual Customer Support Representative, BMO Insurance

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Bilingual Customer Support Representative, BMO Insurance based in Canada.

This role offers the opportunity to join a growing insurance support team serving clients within a leading financial services environment. You will help customers navigate group insurance options by providing clear, accurate information and guiding them through digital processes. Working across inbound and outbound channels, you will contribute directly to a smooth and positive client experience. The position combines customer service, digital engagement, compliance, and performance-focused operations. You’ll work in a collaborative and inclusive environment where continuous learning and professional development are encouraged. Success will come from strong communication, attention to detail, and a genuine commitment to putting clients first.

Accountabilities

• Support bank clients through inbound and outbound interactions relating to group insurance products and services.
• Provide clear, general information about insurance offerings and direct clients to the appropriate digital resources and self-service tools.
• Guide clients through online application processes, ensuring they understand the required steps and experience a seamless journey.
• Support customers enrolling in travel insurance by explaining the process and helping them navigate the required digital steps.
• Maintain accurate records of customer interactions, follow-ups, and relevant information using internal systems and CRM tools.
• Meet established performance standards related to call handling, service quality, client experience, and operational efficiency.
• Identify opportunities to improve the customer experience through effective communication and proactive service.
• Stay informed about product offerings, relevant market developments, regulatory requirements, and competitor activity.
• Follow all applicable regulatory guidelines, internal policies, compliance requirements, and audit standards while avoiding the provision of advisory services.
• Demonstrate professionalism, integrity, and a client-first approach in every interaction.

Requirements

• Fluency in both English and French, with strong spoken and written communication skills in both languages.
• Previous experience in customer service, sales, contact center, or a similar client-facing environment is preferred.
• Strong interpersonal and communication skills, with the ability to explain information clearly and guide customers through unfamiliar processes.
• A client-focused mindset and the ability to build trust while maintaining professionalism in a variety of customer interactions.
• Comfort working with digital tools, CRM platforms, internal systems, and virtual engagement channels.
• Ability to work effectively in a fast-paced, performance-driven environment while managing multiple customer interactions and priorities.
• Strong attention to detail and commitment to accurate documentation and compliance.
• Results-oriented approach with the ability to meet service and performance targets.
• Experience with customer retention, complaint resolution, or related service activities is considered an asset.
• A growth mindset, curiosity, and enthusiasm for continuous learning and career development.

Benefits

• Competitive salary range of $37,000-$70,000 per year, depending on factors such as location, skills, experience, education, and qualifications.
• Potential incentive, performance bonus, or discretionary bonus opportunities depending on the compensation structure.
• Health insurance and other comprehensive employee benefits.
• Accident and life insurance coverage.
• Retirement savings programs.
• Tuition reimbursement and access to extensive learning and development resources.
• Ongoing training, coaching, and opportunities to expand your skills and advance your career.
• Opportunity to join a new and growing team within an established financial services environment.
• Inclusive, collaborative workplace that values innovation, customer impact, and diverse perspectives.
• Remote work arrangement based in Canada.
• Accessibility accommodations are available throughout the recruitment and selection process where required.