Bilingual Retention Agent providing customer service and retention for Manulife. Responsible for inbound/outbound calls and sales applications in English and French.
About the role
- Bilingual Specialist providing business banking services to small businesses in Quebec. Offering sales, service, and financial advice in a collaborative team environment.
Responsibilities
- Probe to understand customer needs and provide Business Banking sales, service, and advice to existing BMO customers or prospects.
- Advise customers on Business Banking strategies and products (including credit cards) that meet their objectives and priorities.
- Fulfill sales and service activities for the customer in accordance with approved procedures.
- Identify and make referrals to other business groups as needed.
- Handle customer inquiries in an informed, professional, and efficient manner.
- Escalate complex or unresolved customer situations to the appropriate BMO colleague as required.
- Perform any required activities & transactional outcomes after calls to ensure customer’s requests are accurately processed.
- Maintain current knowledge of business banking and credit card products & processes and integrate into customer conversations in a professional manner.
Requirements
- Working knowledge of Personal and Small Business Banking Products.
- Strong interpersonal skills, including the ability to build rapport and proactively establish personal connections.
- Contact Center & Banking Experience (Preferred).
- Organization skills.
- An aptitude for continuous learning, listening, solving problems, and responding flexibly/creatively to new challenges.
- Strong collaboration with internal partners and team members.
- Strong analytical and problem-solving skills.
- High school diploma or equivalent work experience.
- Bilingualism French/English Required.
Benefits
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
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