Research Support Specialist, Contact Centre

Venture outside the ordinary - TMX Careers

The TMX group of companies includes leading global exchanges such as the Toronto Stock Exchange, Montreal Exchange, and numerous innovative organizations enhancing capital markets. United as a global team, we’re connecting cross-functionally, traversing industries and geographies, moving opportunity into action, advancing global economic growth, and propelling progress. Through a rich exchange of ideas, meaningful collaboration, and a nimble operating model, we're powering some of the nation's most critical systems, fueling capital formation and innovation, bringing increased opportunity to business visionaries, product ingenuity to consumers, and career exploration to our team.

Ready to be part of the action?

Research Specialists have the responsibility of managing the investigation and resolution of problems and concerns raised by shareholders and executors via the Contact Centre. Individuals work through assigned cases and assume full ownership of coordinating resolution efforts across multiple teams, meticulously investigating the root cause, uncover process gaps, and identify valuable coaching and training opportunities for front line teams

This person will take ownership of the investor experience by ensuring accurate tracking, timely reaction and resolution of research requests; Manage brand and operational risk by resolving service issues proactively and permanently; Promote First Contact Resolution by surfacing trends and/or pain points to management.

Key Accountabilities:

• Manage individual research cases sent (via CARES fulfillment) by Contact Centre agents and support staff within prescribed SLA. Communicate and manage expectations for all incoming research cases assigned up to and including follow up with the shareholder.

• Coordinate required actions with internal teams, (eg. operations, corporate actions, relationship managers, cash management) to ensure full resolution of problem is achieved and to prevent escalations

• Prepares coach backs, training recommendations and incident reports (as needed) for any concerns identified in the course of researching a problem. Acts as an early warning signal for potential escalations, systemic or unresolved problems.

• Participates in calibration sessions, focus groups, problem resolution forums to actively share trends and analysis collected through the research case reports.

Must Have(s):

• College diploma or university degree in business and/or finance, or equivalent experience

• Bilingual English/French required (contacts and collaboration with clients and colleagues English only)

• Proficient in handling complex customer cases, where accountability and ownership for problems are mandatory

• Expertise in Contact Centre environment and/or Transfer Agency processes and tools

• Ability to provide shareholder facing written (email) responses

• Passionate about customers (investor) experience and continuous improvement

• Excellent verbal and business writing skills

• Proficient in Google suite

• Strong analytical skills

• Strong stakeholder management/relationship skills

• Strong planning, organizational and time-management skills

In the market for…

Excitement - Explore emerging technology and innovation, as well as ventures and digital finance that shape the future of global markets! Experience the movement of the market while grounded in the stability of close to 200 years of success.

Connection - With site hubs in some of the world’s most multicultural cities, we leverage our size and structure to create rich connections and belonging while experiencing powerful global impact through our work.

Impact - More than a platform, we use our talents to power mission-critical systems that drive global economic advancement, innovation, and growth. As well, our employee-led spreads social good via our giving strategy.

Wellness - From empathetic leadership to a culture of flexibility and balance, we believe wellness at work creates the maximum yield and a stronger “we”. Plus, with a cloud-first and hybrid workstyle, as well as generous time-off and leaves, we support a life well lived!

Growth - From a growth mindset in our work, to expansion in our business, TMX is home to action-takers energized by the achievement of ambitious growth.

Ready to enrich your career with impactful work, leaders who truly care, and the flexibility and programs to help you thrive as part of #TeamTMX ? Apply now.