Client Relations Coordinator

4 weeks ago

Montreal, Quebec, Canada Investia Financial Services Inc. Full time

Position Overview

Sector: Financial Services – Advisor Support (Remote)

Required Languages: French and English

Employment Type: Contractual for 16 months

The selected candidate will play a crucial role in ensuring that our organization thrives through exceptional customer experiences. They will prioritize the client journey to deliver reassurance to our advisors and clients alike.

Reporting directly to the supervisor of advisor relations, this individual will serve as the primary contact for advisors, adeptly resolving issues and offering guidance and support. They will be recognized as a specialist in delivering outstanding service.

The ideal candidate is a collaborative team member who demonstrates accountability and dependability. This position allows for remote work.

Key Responsibilities:

  • Handle incoming calls with professionalism and efficiency, employing active listening skills.
  • Provide precise and comprehensive answers to inquiries received via phone.
  • Respond to emails promptly and professionally, ensuring accurate information is conveyed.
  • Follow up on outstanding requests to guarantee timely resolutions.
  • Escalate unresolved issues to the Supervisor without delay.
  • Ensure every interaction is exceptional by embodying the STAR qualities (Seamless, Trustworthy, Attentive, and Resourceful).
  • Document calls and emails using JIRA (internal tracking/messaging system).
  • Actively participate in daily management meetings focused on process enhancements.
  • Take responsibility for mastering new processes and procedures.
  • Demonstrate the ability to manage challenging calls and set realistic expectations using training tools (e.g., Stellar Service).

Qualifications and Skills:

  • Strong analytical and organizational capabilities.
  • 2-3 years of experience in a call center or processing role within the mutual fund sector.
  • Completion of the IFIC Operations course is advantageous.
  • Proficient in problem-solving and multitasking.
  • Must deliver optimal service and support to advisors.
  • Works effectively in a team setting, is organized, and demonstrates initiative.
  • Capable of thriving in a fast-paced environment.
  • Adapts swiftly to changes.
  • Advanced proficiency in both English and French is essential, as daily communication with both anglophone and francophone clients and advisors is required.

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