Research Support Specialist, Contact Centre

Research Support Specialist, Contact Centre Join to apply for the Research Support Specialist, Contact Centre role at TMX Group. Venture outside the ordinary – TMX Careers. The TMX group of companies includes leading global exchanges such as the Toronto Stock Exchange and Montreal Exchange, along with numerous innovative organizations enhancing capital markets. United as a global team, we connect cross‑functionally, traverse industries and geographies, and move opportunity into action, advancing global economic growth and propelling progress through meaningful collaboration and a nimble operating model. Ready to be part of the action? This role is hybrid (2–3 days/week in the office) and based in Montreal, QC. Key Accountabilities Respond to research cases from Contact Centre teams within predetermined SLA. Investigate the status of open events, consulting with internal teams as required. Maintain accurate records of each research case. Provide feedback to the Contact Centre on opportunities for agent coaching and/or training. Provide actionable investor experience improvement recommendations to Contact Centre leadership. Proactively identify potential areas of risk such as fraud, privacy or suspicious circumstances for the internal risk team. Other duties and responsibilities as assigned. Takes ownership of the investor experience by ensuring accurate tracking, timely reaction and resolution of research requests. Manage brand and operational risk by resolving service issues proactively and permanently. Promote First Contact Resolution by surfacing trends and/or pain points to management. Must Haves 1–3 years of experience as a Call Centre agent. Expertise in Transfer Agency processes and tools. Experience handling conflict and repairing damaged relationships with shareholders. Ability to analyze data and prepare written reports. Familiar with Contact Centre operational performance metrics. Passionate about shareholder experience. Excellent communication skills. Working knowledge of Google Suite. In the market for… Excitement Explore emerging technology and innovation, as well as ventures and digital finance that shape the future of global markets. Experience the movement of the market while grounded in the stability of almost 200 years of success. Connection With site hubs in some of the world’s most multicultural cities, we leverage our size and structure to create rich connections and belonging while experiencing powerful global impact through our work. Impact More than a platform, we use our talents to power mission‑critical systems that drive global economic advancement, innovation, and growth. Our employee‑led Team Impact spreads social good via our giving strategy. Wellness From empathetic leadership to a culture of flexibility and balance, we believe wellness at work creates the maximum yield and a stronger “we”. With a cloud‑first and hybrid workstyle and generous time‑off and leaves, we support a life well lived. Growth From a growth mindset in our work to expansion in our business, TMX is home to action‑takers energized by the achievement of ambitious growth. Ready to enrich your career with impactful work, leaders who truly care, and the flexibility and programs to help you thrive as part of #TeamTMX? Apply now. Please note that our company is not currently sponsoring work permit applications and the applicant must be authorized to work in Canada where this position is located. TMX is committed to creating and sustaining a collegial work environment in which all individuals are treated with dignity and respect and which reflects the diversity of the community in which we operate. We provide accommodations for applicants and employees who require it. Seniority level Entry level Employment type Full‑time Job function Research, Analyst, and Information Technology #J-18808-Ljbffr