Service Coordinator
2 weeks ago
Job Title: Account Manager
Location: Montreal, QC (Hybrid)
Duration: 06 Months Contract on T4
Bilingualism (French/English): Bilingual - Both written and spoken
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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