Financial Services Analyst

The Financial Services Call Centre is responsible for all Client facing aspects related to the servicing of our ADP Canada Money Movement product. Administering approximately 100,000 calls annually (both inbound and outbound). The inbound calls pertain to banking and company level tax inquiries. The outbound calls pertain to client follow up regarding outstanding service requests. They also manage any Admin Fee Credit requests and provide support for Employment Verification Services regarding onboarding and live client service.

This role contains both specific daily/monthly requirements and some project work.  A successful candidate must be knowledgeable on a variety of topics, good at building relationships and able to work both as a team player and independently with minimal supervision. The Financial Services Analyst is responsible for all daily operations, support and development of the Financial Services Call Centre in coordination with Management. The Call Centre Analyst will also be responsible for training and mentoring the Financial Services Representatives, handling internal/external client escalations and workforce management which includes scheduling/queue monitoring/offline task management.

Duties and Responsibilities

• Collaborate/consult with management, internal/external clients and other relevant parties as required to review/update policies, Service Level Agreements and departmental procedures/systems and advocate adherence to them.
• Field and manage escalated and exception processing situations generated in the Financial Services Call Centre.
• Support in the preparation, coordination, documentation and delivery of required technical/functional/quality training for business unit associates and/or management as required.
• Continually monitor and remain current on organizational/department initiatives/issues as they pertain to the business unit by attending and participating in ADP Projects, committees, meetings and presentations.
• Provide coaching and mentoring for Financial Services Representatives on processes related to call quality.
• Create and manage the schedule for the Financial Services Representatives and adjust where necessary to optimize coverage and results. Monitor the Financial Services queues to ensure real time adherence and conformance.
• Manage and report on offline tasks that are completed by Financial Services Representatives.
• Lead/co-ordinate preparation/analysis/present departmental statistics on a weekly/monthly/yearly (annual/fiscal) and adhoc basis. Monitor trends, review/redefine established benchmarks, target inefficiencies and propose and implement improvement plans (short and long term).
• Lead/assist in ongoing evaluation of existing and new financial systems/products/procedures. Provide viable solutions regarding challenges/changes to operational systems/products/procedures through research and review. Solutions should be automated as much as possible. Solutions are then presented to all appropriate levels of management.
• Lead/support testing and implementing of International Money Movement initiatives as they pertain to new/existing department products.

 Qualifications

 Education:

• Post Secondary Education or equivalent business experience
• Finance/Banking and/or Leadership training preferred

Knowledge, Experience and Skills

Required:

• C. Literate (MS Office – Advanced on all components)
• Demonstrated ability to co-ordinate work initiatives with attention to detail and solution-orientated
• Proven ability to work well under pressure and work independently or as part of a team
• Supervisory or leadership experience in Call Centre environment
• Coaching/mentoring experience

Preferred:

• Minimum 3 Years business experience with a background in Financial Services and/or Customer Service
• Experience in quality and client focused leadership expectations
• Fluent in French and English an asset

Attributes:

• Strong problem solving skills with ability to learn quickly
• Excellent communication skills
• Flexible and adaptable
• Results accountability for self and others
• Problem Solving/Escalation Management