Senior Client Relations Specialist

4 weeks ago


Québec City, Canada IG Wealth Management Full time

Responsibilities

Include:

Coaching to enable growth and engagement  by answering questions & provide coaching to Client Relations Representatives to bring them to job mastery.

Simplify business processes  by assisting and managing process improvement initiatives within the corporate contact centre.

Deliver reliable, consistent & transparent service  through research & analysis of complex and/or escalated cases to determine the best course of action for resolution.

Drives continuous improvement  by analyzing the root cause of errors and trends to proactively implement changes to improve overall customer satisfaction.

Builds commitments of quality  byproviding feedback to Contact Centre leadership team on the knowledge & skills of the team members.

Builds collaborative partnerships  by creating synergies and communicating to internal and external business partners to explain current Client Relations operations, procedures, policy and problem resolution.

Enabling transformation and modernization  by maintaining broad knowledge of business policy & procedures and participate in relevant training and development opportunities.

Constantly adapting  to new priorities by remaining nimble and agile in a fast-paced work environment and having a growth mindset in the face of challenges.

  Qualifications:

Post-secondary degree or diploma in business or a relevant field (Commerce, Business Administration) or equivalent combination of education and experience.

Knowledge of core products, services, policies and procedures for multiple lines of business and across multiple service platforms.

Strong inter-personal skills with the ability to adapt to a variety of personalities and mindsets.

Strong analytical, problem solving and decision-making skills.

Excellent communication skills (both written and verbal).

Demonstrated organizational skills with the ability to manage multiple priorities.

Strong PC skills and practical experience with Office 365 suite of products.

Bilingual is an asset (English & French).


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