Client Services Associate

3 weeks ago

Mississauga, Canada Investment Planning Counsel Full time
Mississauga, ON

Investment Planning Counsel (IPC) est l’une des entreprises indépendantes de gestion de patrimoine qui connaît la croissance la plus rapide au Canada. Nous sommes des gens provenant de divers horizons, mais qui travaillent tous à un même objectif : aider des conseillers et des conseillères à bâtir leur entreprise grâce à une expérience client exceptionnelle.

Grâce à vos antécédents, à vos compétences et à votre expérience, vous connaissez déjà du succès dans le secteur de la gestion de patrimoine. Mais avez-vous trouvé l’employeur idéal qui vous encourage non seulement à réussir sur le plan professionnel, mais à adopter un style de vie équilibré?

Le Service à la clientèle est responsable d’offrir une expérience de service de premier plan aux clients internes et externes d’IPC afin de permettre aux conseillers d’améliorer leur pratique. Toutes les demandes des conseillers traitées par le Service à la clientèle doivent être résolues de manière exacte et complète et favoriser une expérience de service efficace dans un contexte toujours professionnel et bienveillant. Les normes de qualité et de productivité du service offert aux conseillers d’IPC Securities servent de critères pour évaluer le rendement de cette fonction.

Nous sommes à la recherche d’un adjoint au service à la clientèle. Cette personne est le premier point de contact des conseillers d’IPC Securities pour un large éventail de questions reliées au traitement, aux processus et à la réglementation qui touchent les comptes des clients.

À IPC, chaque aspect de la fonction d’adjoint au service à la clientèle a été pensé en fonction de vous.

En quoi consiste la fonction d’adjoint au service à la clientèle?

  • Contribuer activement à la résolution appropriée des demandes des partenaires internes et externes transmises par téléphone, en ligne ou par courriel, en s’efforçant de respecter ou de dépasser les ententes sur le niveau de service.
  • Contribuer positivement à la norme de service de l’équipe de répondre dans les 20 secondes dans 80 % des cas.
  • Faire office d’intermédiaire entre les partenaires des services directs à la clientèle, les partenaires internes et les fournisseurs afin de défendre positivement les intérêts mutuels et de transférer les connaissances.
  • Renseigner les interlocuteurs sur une variété de produits, de politiques et de procédures d’IPC et des organismes de réglementation incluant, sans s’y limiter : les demandes de renseignements du réseau concernant l’administration des comptes des clients
  • les questions portant sur les régimes enregistrés
  • la documentation exigée pour les nouveaux comptes
  • la tarification et le service
  • le traitement des opérations à distance
  • Reconnaître les questions pouvant exposer IPC ou le client à un risque imprévu et les signaler promptement à la direction.

Traits de personnalité et compétences recherchés

  • Habiletés marquées pour la gestion du temps
  • Facilité à nouer des relations et engagement à établir des relations à long terme avec la clientèle
  • Capacité de proposer des solutions afin d’améliorer l’expérience des clients
  • Capacité d’exercer un jugement critique et éclairé afin de bien servir les clients

Aptitudes requises pour le poste 

  • Au moins deux ans d’expérience dans un centre de ressources utilisant la plateforme de l’OCRCVM.
  • Expérience de travail dans un service de traitement des opérations ou un service à la clientèle du secteur des valeurs mobilières et idéalement une bonne connaissance pratique des solutions technologiques administratives pertinentes.
  • Diplôme universitaire de premier cycle dans un domaine lié aux affaires de préférence
  • Réussite du cours de l’IFIC, et idéalement du CCVM
  • Excellente connaissance des programmes de la suite Microsoft Office (Office 365), et en particulier Word et Excel.

Ce qui vous attend à IPC ?

  • Un soutien de premier ordre en matière de formation pour vous aider à réussir dans le rôle qui vous sera confié
  • Des belles occasions de contribuer au bien-être de votre collectivité grâce à IPC Cares
  • De formidables atouts : des avantages sociaux répondant à vos besoins, un régime de retraite, un régime d’achat d’actions, des rabais d’entreprise, des événements sociaux, un horaire de travail estival et de la convivialité
  • De fabuleux programmes pour souligner votre réussite
  • Des équipes de direction accessibles, qui prendront le temps de bien vous connaître

Si vous connaissez une personne à qui ce rôle conviendrait, faites-lui parvenir cet avis de poste à pourvoir et encouragez-la à postuler

Si vous poursuivez le processus de sélection, veuillez nous aviser de toute adaptation particulière dont vous pourriez avoir besoin. Tous les renseignements que vous nous fournirez demeureront absolument confidentiels.

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