Senior Client Relations Representative

POSITION SUMMARY

The Client Relations department is a critical business function and enabler of strategic transformation initiatives impacting IGWM.

As a central resource for Advisors, Clients and internal business partners, Client Relations provides support for new product launches, technologies and processes that are key to the success of transformation.

Working in a fast-paced environment, the main responsibility is to accurately, professionally and effectively handle and resolve client and consultant inquiries and problems through acquired product knowledge of the corporate policies and procedures.

RESPONSIBILITIES

• Creating effortless experiences when receiving and responding to inbound phone and email contacts from consultants, clients, and other institutions, and ensuring we only do what is best for our clients.
• Delivering a reliable, consistent, and transparent service by handling all inquiries with a high level of quality and professionalism, determining the best course of action, and ensuring completion of action has met established standards.
• Deliver value by maintaining knowledge and awareness of all policies, procedures and technologies including sharing information on recent policy changes and simplified business processes.
• Build a culture of quality by assisting team members with problem resolution by providing and sharing information and experiences.
• Enable personal and departmental growth by participating in individual and team meetings with leadership to discuss call monitoring feedback, training and development needs, service levels, and providing feedback on business operation needs and trends by maintaining awareness of business needs and requirements.
• Fuel our future by supporting transformation and modernization, and promoting adoption for our consultants and our clients as we go through our transformation journey
• Promote operational excellence by participating in special projects and assignments within the Client Services Division.

QUALIFICATIONS :

• Ability to work independently in your home office where you will serve clients on the phone leveraging your resilience, resourcefulness, and proven experience in delivering an exceptional client experience and deepening client relationships.
• Contact Centre Experience and Knowledge : Minimum 2 plus years in a diverse client service focused role, with front line client service and working with mutual funds / other investments experience.
• Education : Post-secondary degree / diploma in a business discipline with relevant securities or financial services courses is an asset.
• Client Oriented : Excellent interpersonal and proven client service skills with an ability to interact across various situations
• Communications : Well demonstrated written and verbal communication skills
• Understanding and adopting emerging and changing technologies is required to stay relevant. Proficient PC skills including Word, Excel, Access and email
• Highly engaged and adaptive with emotional intelligence, agility, critical thinking, decision making, analysis and collaboration
• Organization : Ability to plan, execute, and follow through with actions and requests in a timely manner
• Bilingual (French and English) is an asset

WE OFFER

IG Wealth is recognized among one of Canada’s Top 100 Employers. In addition to a competitive salary starting with bonus opportunities, we offer several flexible and advantageous benefits for you and your family :

• Hybrid office and remote work environment
• Flexible rotating shift from 7 : 00 am to 7 : 00 pm, CT Monday to Friday
• Three weeks of vacation and up to 10 paid personal / wellness days per year
• Flexible benefits plan that lets employees customize coverage to suit their personal needs through a flexible health benefits plan
• Defined contribution pension plan and share purchase plan available to all employees
• Health and wellness program focused on four key pillars including physical, mental, social and financial)
• Employees are encouraged to get involved in charities and will receive paid time off to volunteer (up to 2 paid days per year)
• Managers who support your development through coaching and managing opportunities
• Dynamic work culture where employees are encouraged to learn, develop, and collaborate with teams
• A culture that recognizes and celebrates employee milestones and accomplishments
• Dress for your day policy
• Financial support offered for employees to complete industry related courses / certifications
• Telemedicine
• Transit subsidies
30+ days ago