Customer Service Agent

2 weeks ago

Toronto, Canada IFDS Group Full time

Customer Service Agent

Non-Permanent

30 Adelaide Str, East

Toronto, Ontario, M5C 3G9

Canada

**Unilingual/Bilingual Customer Service Agents**
- **
We offer a Hybrid work environment**:

- **Six-month contract with a possibility of rolling into a permanent role**

Do you possess a high level of industry knowledge, customer service skills and attention to detail? Are you looking to start your career in Business Operations? Our Business Operations Team has an opportunity for Customer Service Agents. The incumbents will be reporting into the Group Manager while collaborating with other members of the operations team on day-to-day deliverables and projects.

**Imagine yourself at IFDS**
Come experience a community like no other at International Financial Data Services (IFDS). We offer work opportunities driven by a passion for creating market leading financial solutions, and a culture that nurtures collaboration, accountability, diversity & inclusion, and continuous learning. We’ll provide you with opportunities to develop your career. From ongoing training and development programs to experiences working with our global financial services partners, you’ll be able to realize your full potential.

**Who we are**
With its global headquarters in Toronto, Canada, International Financial Data Services (IFDS) is a world-leading provider of outsourcing and technology solutions to the financial services industry. IFDS services over 240 financial organizations around the world, providing solutions to a wide range of global asset managers, wealth managers, banks, and insurance companies. With employees and partners located throughout Canada, Europe, and Asia-Pacific, the IFDS enterprise supports more than 17 million accounts with AUA of approximately CAD $4 trillion. IFDS Canada, Ireland, and Luxembourg are 50/50 joint ventures between Boston-based State Street Corporation, one of the world’s leading providers of financial services to institutional investors, and Connecticut-based SS&C Technologies, a global provider of investment and financial software-enabled services and software for the global financial services and healthcare industries.

**Job overview**
The incumbent’s primary focus is to strive towards effective delivery commitments to our clients. The main objectives of this role will be to develop a positive client experience by understanding and responding to our clients’ enquiries professionally and accurately. As the primary point of contact for our clients, the Bilingual Customer Service Agent must provide exemplary customer service as well and recognize opportunities too proactively position IFDS’ services to meet and exceed our clients’ needs. If you want to be part of a culture that values and fosters team unity, builds rapport with our clients and works closely with our fellow business partners then consider working at IFDS.

**What you will do**
- Minimum 3 years’ experience in the financial services back office
- Post-secondary education in a related discipline
- Previous experience in a service oriented environment; strong client focus
- Excellent interpersonal skills
- Solid written and verbal communication skills
- Ability to communicate complex business and technical concepts
- Very strong ability to organize and prioritize work
- Ability to work on multiple and changing priorities within specified timeframes
- Able to co-ordinate and operate in occasionally stressful situations in resolving the client’s issues
- Team Player, able to work in a team environment with shared goals and accountabilities
- Highly analytical with a high degree of attention to detail to ensure 100% accuracy on all transactions
- Strong research / information gathering / analytical and problem-solving skills - takes a logical approach to analyzing problems
- Will Systematically research information and explore alternatives to solve problems
- Understand the business impact of escalated incidents and service requests
- Ability to act quickly and decisively when resolving client issues
- Positive impact - performs in a manner that makes a strong positive impression on others; e.g., high energy level, a problem-solving approach, and the ability to act with a sense of urgency when the situation demands it
- Willingness to work in an environment with flexible schedules that is driven by client commitments and high volumes
- Relationship builder - constructs, maintains, nourishes relationships with all stakeholders
- Knowledge of the mutual fund processing and the administrative back-office
- Proactive in acquiring information to develop new skills to improve job performance
- Grasp new material quickly and easily, and applies new information, concepts and procedures in a constructive manner

**What we require**
- Must be fully bilingual in English/French with both verbal and written communication skills
- Minimum 1-year experience in the financial services frontline
- Post-secondary education in a related di

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