Bilingual Client Relationship Representative

2 months ago

London, 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, Pension Benefits is the first point of contact for Pension Benefit clients and is responsible for delivering client experience excellence, from onboarding to ongoing service delivery. Responsibilities include understanding all aspects of the services the Pension Benefit team provides to our clients.

**Responsibilities**:

- Responsible for end to end client experience excellence of assigned clients, from onboarding through to ongoing service delivery.
- Addresses and proactively resolves sensitive and escalated client issues.
- Supports and leads regular meetings with clients, identifies opportunities to enhance service offering, engaging clients to solicit feedback and input for improving our services.
- Chair regularly scheduled recurring meetings with clients with a well maintained action log which tracks progress in issues, opportunities and strategic initiatives.
- Works closely with Service Directors and Relationship Management, providing timely and comprehensive updates on issue resolution and strategic initiatives.
- Works closely with IT to ensure timely resolution of service requests and issues.
- Responsible for coordination and execution of Pension Benefit tasks related to client onboarding.
- Responsible for coordination and execution of Pension Benefit tasks related to windups, account re-organizations, new services or services and other pension plan projects.
- 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.

**Qualifications**:

- Post-Secondary Education
- 5 to 7 years progressive experience in the financial industry
- Strong knowledge of the pension payroll industry
- Systems knowledge of Pensioner Information Network (PIN)
- Experience with Ariel Payroll System is desired
- Strong verbal and written communication skills
- Must be bilingual

**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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