Client Resolutions Representative

Description

#100%remote #customerservice #administration #permanent #full-time

Reporting to the manager of Client Administration/NIGO (Not In Good Order), this role will involve the day to day resolution of NIGO work items and special projects. The successful candidate will work closely with our in-house Client Administration and Client Services Departments. In addition, they will work with our distribution network comprised of financial advisors and their back offices as well as other third-party service provider and/or intermediaries to ensure the timely and effective resolution of NIGO items. General responsibilities are identifying problems and root causes and developing solutions that will drive quality results and contribute to towards the achievement of our team and business goals.

Essential Functions:

• Work closely with internal and external parties to ensure the timely and effective resolution of NIGO items including inadequate documentation, incorrect orders, research items and/or problem resolution.

• Maintain a high level of accuracy and productivity when resolving NIGO work items.

• Actively monitor and maintain personal work queues to ensure the completion of service requests or inquiries; providing regular follow-up on research status as required.

• Present a positive impression of the IA Clarington brand by providing knowledgeable and professional responses in a courteous and helpful manner, regardless of the method of communication (phone, face to face, web, written correspondence, email).

• Ensure maximum reliability in terms of availability, adherence to schedules as well as policies and procedures, accessibility to external and internal clients, communication of general and fund specific information etc.

• Identify opportunities and provide viable alternatives and solutions for service improvements and policy enhancements wherever possible.

• Work closely with management in the development and delivery/implementation of departmental initiatives meant to improve team performance and achieve service excellence.

• Contribute towards the creation of a positive environment where all IA Clarington employees can learn, communicate, and utilize the right tools to meet and exceed customer expectations.

• Actively participate and be open to suggestions for improvement in the departmental call coaching program.

• Commit to proactive and ongoing improvement of skills and the continued acquisition of knowledge.

Qualifications:

• Minimum of 1 to 2 years progressive work experience in a customer service/call center environment and/or mutual fund operations;

• Post-secondary education in a related discipline;

• Good knowledge of the mutual fund industry and financial services in general;

• Excellent customer service skills and attention to detail;

• Good working knowledge of various computer and web applications.

• Commitment towards the successful completion of the CSC and/or IFIC Operations or Sales course is a requirement.

• Excellent language skills, both spoken and written in English (French an asset).

iA Financial Group is the strength of a company with a human side, with its over 8,000 employees. Together, we have earned the trust of our more than four million clients and 50,000 advisors who have chosen us for their insurance, savings, and wealth management.

With over $200 billion in assets and half a billion invested in technological innovation, we’re a key player in the financial services industry in Canada and the United States. The secret to our success? Investing in you, one person at a time. Because, for over 125 years, we have believed that it’s by supporting our employees and surrounding ourselves with the most reputable leaders in the industry, we will continue to innovate.

At iA, we’re invested in you.

At iA Financial Group, we support and celebrate diversity. We strive to provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability.

Please note that if you need help or assistance to make the recruitment process more accessible for you, please contact us here. Someone from our team will be happy to assist you.