Greeting and assessment
handle inbound and outbound contacts (calls, emails, SMS), verify identity and determine the client's actual need;
Information and advice
clearly explain products, timelines, fees, payment methods or account change procedures, and guide clients in sending documents and using the portal;
Resolution and follow-up
handle routine requests (payments, address/banking changes, deferral agreements, account corrections);
Handling sensitive situations
defuse tensions with empathy, escalate documented and factual complaints or disputes;
Data quality and compliance
record clear, complete notes in the CRM, protect personal information while adhering to internal rules and policies;
Identify recurring pain points (processes, tools, communications) and propose concrete solutions;
Perform any other duties assigned by the immediate supervisor or related to the role.

Bilingual (French and English), both spoken and written;
High school diploma;
Minimum 2 years in multichannel customer service or contact centre;
Clear communication, active listening, empathy;
Comfortable with tools such as telephony systems, CRM, messaging platforms, etc.;
Able to manage a high volume of interactions while maintaining consistent quality;
Skilled at quickly establishing trust with customers;
Known for persuasive abilities and aptitude for closing agreements;
Recognized as a team player;

Hybrid work: 3 days remote per week and 2 days in our excellent Saint-Hubert offices;
Work–life balance recognized (Concilivi-certified);
Comprehensive insurance (health, dental, vision), 50% employer-paid;
Free access to telemedicine and an Employee and Family Assistance Program (EFAP);
Group RRSP with employer contribution;
Generous vacation and 7 sick days;
Recognition program to acknowledge tenure;
Access to ongoing training for professional development;
Active wellness committee – ongoing initiatives throughout the year!

Customer Service Agent

Key skills