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Bilingual Customer Service Representative

2 months ago

Kitchener, Ontario, Canada CB Canada Full time
Job Summary

CB Canada is seeking a highly skilled and bilingual Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our clients, handling financial and non-financial transactions, and ensuring that all tasks are completed accurately and within service standards.

Key Responsibilities
  • Customer Service: Handle advisor and client calls, respond to inquiries, and provide support to clients in a timely and professional manner.
  • Transaction Processing: Process financial and non-financial transactions, including trades and transfer requests, within service standards.
  • Communication: Communicate with peers and fund companies via phone and email to resolve issues and provide updates.
  • Attention to Detail: Complete all work with a high attention to detail and accuracy, ensuring that all tasks are completed correctly and efficiently.
  • Problem-Solving: Identify and resolve exceptions generated from the daily Transaction Reconciliation and the monthly Account Reconciliation against fund company data.
  • Taxation: Process taxation slips/receipts using Customer Service Workbench, ensure that correct information is reported to clients on their tax slips and reported to Canada Revenue Agency and Revenue Québec.
  • Escalations: Respond to tax-related inquiries from clients, advisors, business partners, and work with the Tax team to resolve any related escalations or issues.
  • Corrections: Process corrections and complete Letter of Indemnity for fund companies.
Requirements
  • Knowledge: Knowledge of the mutual fund industry, including MFDA (mutual fund dealer association) dealer accountabilities.
  • Experience: Call centre experience and proficiency in Excel spreadsheets.
  • Skills: Bilingual (French/English), excellent customer service skills, and strong attention to detail.
  • Education: University/College diploma is an asset, and IFIC Operations course or CSC Designation is preferred.
Working Conditions

This is a remote work opportunity with a rotating phone shift schedule. The ideal candidate will be self-motivated, self-directed, and able to work independently in a fast-paced environment with a sense of urgency.