Bilingual Customer Service Advocate – French and English Required - Home Office

Citibank (Switzerland) AG is hiring a Bilingual Customer Service Advocate to work from home in Canada. You would be the first point of contact for clients, handling inbound calls and resolving inquiries in French and English. This is an entry-level, full-time role, and a resume must be attached to be considered.

What you will do

• Handle inbound client calls and resolve inquiries across multiple channels with timely, accurate answers.
• Work in several computer systems and customer service platforms at the same time to address account questions and complete assigned tasks.
• Build working knowledge of Citi's products and services so you can give relevant support for each client's needs.
• Spot potential risks in client interactions and use judgment to find solutions that meet client needs while protecting the business.
• Follow compliance standards in every interaction, including ethical conduct, regulatory requirements, and Citi's policies.
• Meet defined service metrics with a focus on first-call resolution.
• Resolve client disputes and retain relationships by following established guidelines and regulations.

What they are looking for

• 1–3 years of experience in a customer-facing or service-oriented role, with a record of handling and resolving client inquiries.
• Fluent in French and English.
• Proficient in Microsoft Office and Windows, with excellent data entry skills.
• A clear, confident communicator in writing and speech, able to engage clients professionally in different situations.
• Able to manage multiple systems and platforms at once in a fast-paced environment without losing accuracy or service quality.
• High School diploma or equivalent.

Pay and benefits

Starting pay is $25.38 per hour ($49,500 annual), up to $27.95 per hour ($54,500 annual). Benefits include medical and dental coverage from day one, retirement and savings plans, paid vacation and holidays, and confidential mental health resources and assistance programs. The company also lists flexible work strategies and opportunities for advancement.

Hours and location

This is a full-time role at 37.5 hours per week. You must be able to work an assigned shift during business hours, including statutory holidays and weekends. That means working until 9:00pm Monday through Friday and until 6:00pm on Saturday and Sunday.

The job is work from home in Mississauga, London, or Ottawa, Ontario, Canada. You need a dedicated quiet workspace and high-speed internet with a minimum connection speed of 10.0Mbps downstream and 3.0 Kbps upstream. Dial-up, satellite, and Wi-Fi internet are not supported.

About the company

Citi is a global bank. The posting says Customer Service Advocates are the voice of the bank, protecting client relationships and reflecting the standards customers expect. The team is described as collaborative and performance-driven, with structured development and support from day one. Citi is an equal opportunity employer and considers qualified candidates without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. The posting notes that automated processing, including artificial intelligence, is used to match candidate skills to job openings, but hiring decisions are made by people.