Service Coordinator
3 weeks ago
Job Description:
The role of Account Manager (Coordinator) plays a vital part in ensuring we deliver the highest quality of customer service to our clients. The Coordinator role is a member of our Service Delivery Team providing day to day service to a number of independent Portfolio Managers and Introducing Brokers. The Service Delivery team act as a liaison between the client and the various support areas within organization.
Responsibilities & Accountabilities: • Possess knowledge of the structure, procedures and systems utilized within Bank and support areas • Build and maintain strong relationships with clients through the coordination of efforts with various internal departments and divisions within Bank • Ensure that a high level of customer service is maintained with our clients by keeping them informed of any new developments, products, and all available services as they relate to their business needs • Ensure prompt and thorough resolution of all client issues; respond to all inquiries within SLA; and recommend improvements in policies with the ultimate goal of continually improving our service delivery • Adhere to professional email/phone standards and etiquette; fully adopt and utilize Salesforce Service Cloud for tracking of client inquiries and escalations • Act as a liaison with the various operational areas within Bank to ensure tasks are completed in a proactive and timely manner • Conduct regular meetings with clients and document ongoing service and operational issues with respect to the client and Bank; investigate take-aways, follow-up and provide timely resolutions • Provide clients with guidance and education on Bank policies, procedures and training that directly impact their business • Provide process improvement recommendations that will enhance the overall business relationship with clients • Represent Bank professionally at client meetings and business functions
Education & Accreditations: •University degree with a minimum of two years in a brokerage/service role •Canadian Securities Course (CSC)is required Conduct and Practices Handbook (CPH) a definite asset
Other Qualifications, Skills & Experience: • Knowledge of the regulatory and legal aspects of the industry • Knowledge with Microsoft Office • Self-starter with the ability to work independently and also within a team environment • Highly motivated and enthusiastic individual who demonstrates a can do attitude with the ability to work in a high volume, fast paced environment • Strong interpersonal, verbal and written communication skills
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