Queue Coordinator

6 days ago

Toronto, Ontario, Canada Robertson & Company Ltd. Full time $60,000 - $80,000 per year

The Client

A major financial institution providing asset servicing solutions to Canadian and global institutional investors.

What you will achieve in the role

  • Review emails in the unassigned queue in MS Dynamics 365 and identify ownership gaps.
  • To ensure accurate routing, reach out to clients and advise on correct subject line tags.
  • Monitor team inboxes regularly and direct clients to submit messages to the new intake queue.
  • Provide clear guidance on required subject lines and submission best practices.
  • Collaborate with stakeholders to enforce unified routing policy by educating clients on tagging standards
  • Generate and analyze reports on compliance with the new routing policy, including subject tag usage, queue assignment rates and turnaround times.
  • Identify opportunities for process improvement.
  • Track and escalate any recurring issues and coordinate with teams to update training material.
  • Maintain up-to-date documentation of routing rules and escalation procedures.
  • Generate dashboards highlighting tag adoption, time-to-assign and queue backlog trends.
  • Participate in ongoing process reviews to refine the intake workflow, reduce misrouting and improve client experience.

What you will bring to the role

  • 2 to 4 years
    of experience using
    queue management software
    .
  • Experience in
    MS Dynamics 365
    is a big asset.
  • Experience working in
    help desk environment
    in
    banking
    is an asset.
  • Skilled in
    MS Office
    (Word, Excel, PowerPoint) including
    advanced knowledge of MS Excel
    .
  • Experience in
    compiling reports
    and
    generating dashboards
    for senior management.
  • Excellent written and verbal communication skills to communicate internally and externally.
  • Strong organizational skills to manage multiple tasks and process information accurately.
  • Strong analytical and problem-solving skills to identify issues and find solutions quickly.
  • Ability to work independently with minimal supervision.

Only those who are qualified will be contacted.

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