Client Relationship Representative, Recordkeeping

6 months ago

Toronto, Canada CIBC Mellon Full time

**Company Information**:
CIBC Mellon is a leading provider of asset servicing solutions to institutional investors in Canada, including multi-currency accounting, fund valuation, and investment information reporting. We are passionate about providing exceptional client service backed by our culture of innovation and success. Our outstanding employee experience will provide you with opportunities to learn and grow professionally while supporting the communities in which you live and work.

We are a diverse and dynamic workplace where employees take an active role in delivering on strategic objectives while advancing their individual career goals. We encourage innovative thinking and give our employees the support and resources they need to turn great ideas into actions.

**Position Overview**:
The Client Relationship Representative, Recordkeeping is responsible for ensuring delivery and support of all client inquiries and interaction with the RK team. Responsibilities include understanding all aspects of the services the RK team provides to our clients - reporting, tax, trust services, account changes and additions. The CRR team are tasked with maintaining individual client profiles and inquiry trackers, while providing the highest level of client service.

**Responsibilities**:

- Respond to all client inquiries and interact with internal RK team to ensure completion
- Correctly identify and track all client inquiries to monitor response time, trends, and identify areas to add service efficiencies.
- Liaise with RM for additional service requests for available services, escalate new development requirements.
- Monitor and follow up on all responses from internal teams to ensure timely response, escalate open items.
- Escalate sensitive client issues on a timely basis
- Ensure Service Level Agreements are met on a day to day basis
- Identify opportunities to improve the efficiency and effectiveness of the unit
- Prioritize and manage own workflow to ensure the delivery of quality support and service to all our partners
- Maintain effective relationships with all our partners and support groups in order to stay current with changes in these environments
- Contribute to a fair and equitable work environment that supports a diverse work force and encourages others to achieve common goals and objectives
- Contribute to the success of the team by willingly assisting others in the performance and completion of assigned duties
- Provide knowledge and guidance to team members and internal support groups on issues that pertain to own area of expertise
- Responsible for execution of client onboarding coordination and execution of Recordkeeping tasks
- Responsible for client fund launch, fund closure, and fund merger coordination and execution of Recordkeeping tasks.
- Responsible for client rollover, fund set up and rule changes, and other small project coordination and execution within Recordkeeping.
- Responsible for end to end client service delivery of assigned clients, from onboarding through to ongoing service delivery.

**Qualifications**:

- Post Secondary Education
- 5 to 7 years progressive experience in the financial industry
- IFIC Mutual Funds or CSC course
- Strong knowledge of the mutual fund industry
- Communication and Interpersonal skills;
- Demonstrate a basic knowledge of CRA and IRS tax reporting, specifically within the Mutual Funds, Pooled Funds, and Labour-sponsored funds industry
- Systems knowledge of FundSERV
- Strong verbal and written communication skills
- Experience with Unitrax is desired
- Strong verbal and written communication skills

**CIBC Mellon's Values**:
Get it Right Every Day: Deliver service excellence while always acting with the highest ethical standards
Put Clients at the Centre: Advocate for clients by listening, sharing knowledge, and bringing the right solutions forward
Be One Family: Challenge, empower and recognize your colleagues
Take Ownership: Speak up, speak out, and make things better

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