Position Description
The Bilingual Client Service Representative serves as the first point of contact for clients and stakeholders. In this role, you will represent the company by delivering professional, accurate, timely, and courteous service through inbound phone calls, email, and chat.
You will respond to product and account-related inquiries, investigate and resolve client concerns, coordinate with internal teams, and ensure all requests are handled within established service-level agreements.
Your future duties and responsibilities
- Provide professional and timely support to clients through telephone, email, and chat.
- Respond to inquiries related to products, policies, procedures, and account information.
- Deliver a consistently positive experience to new and existing clients.
- Investigate account-related questions and identify appropriate solutions.
- Resolve client requests and follow-ups within established timelines and service-level agreements.
- Coordinate with internal and external business units to process requests efficiently.
- Maintain accurate documentation of client interactions, requests, and resolutions.
- Escalate complex or unresolved issues to the appropriate department or level of support.
- Identify opportunities to improve service quality, processes, and client satisfaction.
- Participate in special projects and perform other duties as assigned by management
Required Qualifications To Be Successful In This Role
- Fluency in both English and French, verbal and written, is mandatory.
- Previous experience in customer service, client support, contact centre, or a related environment.
- Exceptional communication and interpersonal skills.
- Strong organizational, analytical, and problem-solving abilities.
- Excellent attention to detail and follow-through.
- Self-motivated, proactive, and capable of working independently.
- Strong business acumen with sound judgment and conceptual thinking.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong commitment to delivering a high-quality client experience.
Preferred Experience
- Previous experience in the mutual fund, investment, banking, or financial services industry.
- Familiarity with account servicing, financial products, policies, and procedures.
- Experience working with CRM, ticketing, or customer service platforms.
- Completion of, or enrollment in, the IFIC Funds Course or Canadian Securities Course (CSC).
Education
Post-secondary education in business, finance, communications, or a related discipline is preferred.
Working Conditions
- Routine office environment.
- Regular interaction with clients and internal business partners.
- Overtime may be required based on business needs.
"CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $20/hr–$39/hr. This role is an existing vacancy."
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter.
That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.
To learn more about accessibility at CGI, contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.
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