Bilingual Customer Support Representative, BMO Insurance

Role overview A fully remote bilingual customer support role focused on guiding bank clients through group insurance inquiries, with particular emphasis on travel insurance enrollment and digital self-service tools. The position sits inside a newly formed insurance support team and centres on clear, client-first communication rather than advisory work.

Responsibilities - Handle inbound and outbound contacts covering group insurance products, primarily travel insurance enrollment - Walk clients through online application flows and direct them to appropriate self-serve digital resources - Meet defined call handling, service quality, and customer experience metrics - Document every interaction accurately to satisfy compliance and audit requirements - Track follow-ups using internal CRM and engagement platforms - Stay informed on product updates, regulatory changes, and competitor offerings relevant to group insurance

Requirements - Bilingual French/English proficiency required alongside strong English communication - Background in customer service, sales, or contact centre environments - Clear, patient communication style with a client-first mindset - Comfort with digital tools, CRM platforms, and virtual engagement channels - Ability to work in a fast-paced, performance-driven environment - Growth mindset and interest in long-term career progression

Nice to have - Prior exposure to customer retention, complaint resolution, or insurance-adjacent support

Benefits and work setup - Remote/telework arrangement - Salary range of $37,000 to $70,000 depending on skills and experience, with potential commission or incentive components - Health insurance, accident and life insurance, retirement savings plan, and tuition reimbursement - Continuous learning resources and structured development pathways