Bilingual Client Care Representative

3 weeks ago

Toronto, Canada Kingsdale Advisors Full time

**About Kingsdale Advisors**:
With offices in Toronto and New York, Kingsdale Advisors is the leading shareholder services and advisory firm, having acted on the largest and most high-profile proxy fights and transactions. Since 2003, public companies across North America have looked to the expertise of Kingsdale Advisors to help them reach out to shareholders and secure the success of transactions or resolutions driven by shareholder votes. Kingsdale Advisors’ multidisciplinary team offers an array of specialized services focused on strategic and defensive advisory, governance advisory and proxy analytics, strategic communications, and voting analytics.

**Your Career as a Client Care Representative**:
The role of the French Bilingual Client Care Representative is to provide exceptional customer service with a client’s stakeholder base and meet the desired goal set out by the mandate for which we have been retained (i.e., annual shareholder meetings, plan of arrangements or mergers, tender offers, contested meetings, etc.). You will be required to learn financial terminology and the proxy voting process (proxy solicitation). Key deliverables include providing superior quality, assistance, direction, accurate information, and gathering sentiment from shareholders, brokers, or other parties.
- This is a contract position until December 31, 2023, however, may be extended based on performance and business requirements._
- The works 8 hours shifts each day Monday through Thursday with start times as early as 1:45pm and end times as late as 10:30pm, and Saturdays from 10:00 am to 6:30 pm EST._

**How You Will Contribute**:

- Explain key concepts and terms related to proxy and corporate actions mandates
- Provide exceptional client service with retail shareholders by casting votes and/or coordinating conference calls with their broker to obtain voting credentials
- Engage with Corporate Actions departments across various financial institutions regarding proxy or corporate actions mandates
- Cold call brokers to gather sentiment and provide information
- Communicate key messaging based on each client’s needs
- Document call information according to the call center’s standard operating procedures and gather and report on intelligence as required
- Meet or exceed call center KPI targets including but not limited to call quality
- Report any issues, concerns, or objections that materially affect a call campaign immediately to the manager
- Perform research to locate contact information for stakeholders
- Flexibility to work extra hours, Friday and Sunday shifts as needed during peak season and on priority campaigns
- Other duties and responsibilities as assigned

**Qualifications & Attributes**:

- Outstanding critical thinking, problem solving and conflict resolution skills
- Excellent interpersonal skills and ability to write and speak professionally with excellent voice inflection
- Exceptional listening skills and ability to ask effective probing questions
- Detail-oriented and ability to accurately document comments based on interaction with stakeholders
- Capability to adapt to changing workload and ability to work in high pressure situations
- Confident in an ability to learn content at a fast pace
- Solid knowledge of Microsoft Office (Outlook, Word, Teams, and Excel)
- Enjoy working in a client-focused, structured, and goal-oriented environment
- Excellent work ethic with the ability to follow direction, work independently, and manage multiple priorities
- Strong influencing and closing skills
- Digital literacy across a broad range of devices (such as smartphones, laptops etc.) and social media platforms
- Comfortable learning industry specific software and conducting Google and database searches

**Education**:

- College or university education in business or finance is preferred
- Experience in a call center environment is a strong asset
- Previous work experience in the financial industry or proxy solicitation business is a strong asset

**Equity Statement**:
**Job Types**: Full-time, Fixed term contract
Contract length: 9 months

**Salary**: $20.00-$25.00 per hour

Supplemental pay types:

- Overtime pay

Work Location: Hybrid remote in Toronto, ON M5X 2A2

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