Research Support Specialist, Contact Centre

**Venture outside the ordinary - TMX Careers**The TMX group of companies includes leading global exchanges such as the Toronto Stock Exchange, Montreal Exchange, and numerous innovative organizations enhancing capital markets. United as a global team, we’re connecting cross-functionally, traversing industries and geographies, moving opportunity into action, advancing global economic growth, and propelling progress. Through a rich exchange of ideas, meaningful collaboration, and a nimble operating model, we're powering some of the nation's most critical systems, fueling capital formation and innovation, bringing increased opportunity to business visionaries, product ingenuity to consumers, and career exploration to our team.Responsible for monitoring and responding to research requests originating from the Contact Centre team. The Research Support Specialist takes initiative to investigate issues and is comfortable operating with ambiguity, demonstrating a high level of autonomy and resilience.****This role is hybrid (2 - 3 days/week in the office) -**** ****based in**** **Montreal, QC******Key accountabilities:***** Respond to research cases from Contact Centre teams within predetermined SLA.* Investigate status of open events, consulting with internal teams as required* Maintain accurate records of each research cases.* Provide feedback to the Contact Centre on any opportunities for agent coaching and/or training.* Provides actionable investor experience improvement recommendations to Contact Centre leadership.* Proactively identify potential areas of risk such as fraud, privacy or suspicious circumstances to internal risk team for review and evaluation.* 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 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 close to 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. As well, 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”. Plus, with a cloud-first and hybrid workstyle, as well as 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.*Please note that our company is not currently sponsoring work permit applications and the applicant must be authorized to work in the country 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 one which reflects the diversity of the community in which we operate. We provide accommodations for applicants and employees who require it.*
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