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Customer Support Advocate

3 months ago

Vancouver, British Columbia, Canada Aviso Wealth Full time

Notice:

At Aviso, we are committed to enhancing the financial well-being of Canadians. As a prominent wealth management organization, we prioritize leadership, innovation, collaboration, accountability, and community engagement. Working alongside talented and enthusiastic professionals who embody our values, you will quickly recognize that our team and dynamic 'oneaviso' culture distinguish us from others. If you seek engaging and challenging work within a company that values its employees, discover what Aviso has to offer.

The Role:

We are in search of an exceptional Customer Service Experience Representative to join our Contact Centre team.

We are passionate advocates for financial freedom for all Canadians. We achieve this by delivering a service that is compassionate, informative, supportive, precise, and timely. We lead by example in all interactions, continuously seeking innovative ways to enhance customer service experiences that surpass not only our industry standards but lead across all sectors. We collaborate effectively, take ownership and accountability, and take pride in supporting both our internal community and the communities we serve.

We seek individuals who are dedicated to helping others, who understand the motivations of others, and who are kind, inquisitive, and comfortable navigating uncertainty. We hire those who genuinely believe that service should be seamless for both employees and customers. We are looking for individuals who can consistently find positives, even in challenging situations. This role is demanding, but you will receive support, and it is immensely rewarding. We are not a typical Call Centre and hold our team in high regard. Our aspirations are nothing short of providing the best service experience globally.

Clients and financial advisors reach out to us for inquiries, assistance, and support regarding our products. Reporting to the Supervisor of the Service Center, the Customer Service Experience Representative is responsible for ensuring our clients receive outstanding service from knowledgeable and passionate individuals.

Who You Are:

  • You are committed to learning about our products and processes, recognizing that there is always more to learn to become the customer care professional we need.
  • You uplift your colleagues by being a positive and reliable team member.
  • You work diligently while also enjoying your role, appreciating the opportunity to work for a digital company poised to transform an underserved industry.
  • You take the initiative to learn independently and take pride in your continuous improvement.
  • Ultimately, you view customer service as a vital and respected role that significantly contributes to a company's success.

Your Daily Responsibilities:

  • Respond to inquiries via phone, email, or chat regarding our products and services in an efficient, compliant, courteous, and professional manner.
  • Deliver exceptional customer experiences, proactively seeking creative solutions to make each interaction feel personalized.
  • Serve as the primary contact for clients regarding problem resolution and complaints, demonstrating deep empathy and a solution-oriented mindset.
  • Promote continuous improvement by identifying, suggesting, and actively participating in process enhancements.
  • Understand and apply departmental operating policies and procedures.

Qualifications:

  • Previous experience in a customer service role for over a year is advantageous.
  • Experience with a company known for its commitment to customer care is a plus.
  • If you were recognized as a top performer, known for your productivity and leaving a trail of satisfied customers, we would love to hear from you.
  • Experience in an inbound Contact Centre or retail environment is beneficial.
  • Experience supporting business-to-business-to-consumer interactions is an asset.
  • Experience in a digital company is highly regarded.
  • Flexibility to adapt to changing hours and schedules is essential.
  • Proficiency with technology and computers is required.
  • Fluent communication skills in English are necessary; bilingual skills in French are an asset.

Industry and Education:

  • A post-secondary education is not mandatory, but a background in financial administration or services is advantageous.
  • Completion of the Investment Funds Course (IFIC) or the Canadian Securities Course (CSC) is a plus but not required.
  • Experience in the financial services sector is beneficial, particularly with a customer experience leader.

Benefits:

Why Choose Aviso Wealth?

At Aviso Wealth, you will discover a dynamic and inclusive culture that rewards innovation and celebrates achievements. Here are a few distinguishing features:

  • Competitive compensation package that acknowledges and rewards individual contributions.
  • Comprehensive health, dental, and insurance benefits tailored to meet the diverse needs of our employees.
  • Generous vacation time, fitness benefits, and parental leave top-up options.
  • Matching contributions to our retirement program.
  • Commitment to the continuous development of our staff through learning & development initiatives and an education assistance program.
  • Regular social events to promote teamwork.

Equal Employment Opportunity:

Aviso Wealth welcomes and encourages applications from all qualified individuals, including persons with disabilities. We will work with you to accommodate your needs throughout the hiring process.

We appreciate all applicants for their interest; however, only those selected for further consideration will be contacted.

No recruiters or agencies, please.

Company Overview:

Aviso is a leading provider of wealth management and investment services within the Canadian financial industry, managing over $125 billion in total assets and employing over 1,000 individuals. We are developing a comprehensive, technology-enabled, client-centric wealth services ecosystem. Our clients include partners, advisors, and investors. We are a trusted partner for nearly all credit unions across Canada, as well as a variety of portfolio managers, investment dealers, insurance and trust companies, and introducing brokers. Our partners rely on Aviso for tailored solutions that provide a competitive advantage in a rapidly evolving and highly competitive industry. Our investment dealer and mutual fund dealer, along with our insurance services, support thousands of investment advisors. Our asset manager, NEI Investments, specializes in responsible investing. Our online brokerage, Qtrade Direct Investing, empowers self-directed investors, while our fully automated investing service, Qtrade Guided Portfolios, caters to those who prefer a hands-off approach. Aviso Correspondent Partners offers custodial and carrying broker services to a diverse range of firms. We have offices in major Canadian cities. Aviso is supported by the collective strength of our owners: the credit union Centrals, Co-operators/CUMIS, and Desjardins. We take pride in empowering businesses that empower investors.

A career with Aviso means joining a group of talented, energetic professionals who embody their values daily and belonging to an organization dedicated to your success and career growth. If you seek engaging and challenging work within a company that values its employees, consider joining our team.

Salary:

This position offers an expected salary range of $52,000 - $63,000 CAD annually. Individual compensation packages are determined based on various factors unique to each candidate and the requirements of the position.