Bilingual Case Manager – Financial Services

Location: Toronto, ON (Hybrid) or Remote consideration for candidates outside the Greater Toronto Area

About the Opportunity Our client is seeking a detail-oriented and customer-focused Bilingual Case Manager – Financial Services to join their growing team. In this role, you will serve as the first point of contact for consumers and financial industry stakeholders, managing inquiries, assessing cases, and ensuring files are accurately prepared for investigation or resolution. This is an excellent opportunity for a bilingual professional who enjoys problem-solving, delivering exceptional customer service, and working in a collaborative, fast-paced environment where fairness, professionalism, and attention to detail are highly valued.

Key Responsibilities

Case Intake & Client Support Serve as the primary point of contact for consumers and financial service providers via phone and email. Respond to inquiries professionally, accurately, and in a timely manner. Gather relevant information to assess new cases and determine next steps. Explain the case management process and provide guidance throughout the intake stage. Refer inquiries to the appropriate organization or regulatory body when they fall outside the organization's scope. Maintain a high standard of customer service while managing sensitive or complex conversations.

Case Management Review and assess incoming complaints to determine eligibility and jurisdiction. Prepare detailed case summaries and supporting documentation. Identify cases requiring expedited handling or management review. Assign appropriate product categories, issue classifications, and case complexity levels. Prepare correspondence communicating case decisions and outcomes. Obtain client consent documentation and ensure all required forms are completed. Request and track documentation from financial institutions and other stakeholders. Maintain accurate electronic case files and ensure all documentation is complete. Collect and maintain demographic and reporting information as required. Escalate trends or potential systemic issues to leadership.

Team Collaboration & Continuous Improvement Contribute to process improvements that enhance the client experience and operational efficiency. Maintain and update internal resources, templates, and reference materials. Assist with onboarding and mentoring new team members. Support bilingual communications through French translation and proofreading when required. Participate in departmental initiatives, projects, and stakeholder meetings. Perform additional responsibilities as assigned.

Qualifications Fully bilingual in English and French (spoken and written). 2+ years of experience in customer service, case management, complaints resolution, financial services, insurance, banking, legal services, or a related environment. Excellent verbal and written communication skills. Strong interpersonal skills with the ability to communicate empathetically and professionally. Exceptional organizational and time management skills with the ability to manage multiple priorities. Strong analytical and problem-solving abilities with sound judgment. High attention to detail and accuracy. Ability to handle confidential information with professionalism and discretion. Comfortable working independently while collaborating within a team environment. Proficiency with Microsoft Office and case management or CRM systems. Knowledge of the Canadian financial services industry, consumer complaint resolution, or regulatory environments is considered a strong asset.

Why Join? Competitive salary and comprehensive benefits package. Hybrid work environment. Monday to Friday schedule. Collaborative and supportive team culture. Meaningful work helping consumers navigate complex financial service matters. Opportunities for professional growth and career advancement.