Client Resolution Representative

Job Description

Domain : Customer service and administration
Type : Contract (RRSP season)
Mode : Hybrid 
Language : French and English 

You have experience in customer service and administration. We are looking for someone like you to join our team.
This role will involve the day to day resolution of work items assigned to the NIGO function. The successful candidate will work closely with our third party service provider or internal IA Clarington processing team 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.
• Maintain a high level of accuracy and productivity when resolving NIGO work items and actively monitor and maintain personal work queues to ensure the completion of service requests or inquiries. Provide regular follow-up on research status as required; take Inbound calls (DSC/Free queue) to assist Client Services when required.
• Identify opportunities and provide viable alternatives and solutions for service improvements and policy enhancements where ever possible. Identify opportunities and provide viable alternatives and solutions for service improvements and policy enhancements where ever possible.
• 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). Contribute towards the creation of a positive environment where Client Resolution Representatives 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 on going improvement of skills and the continued acquisition of knowledge.
• The successful candidate will have 1-2 years of industry experience; an excellent knowledge of mutual fund processes, policy and procedures, regulatory and industry standards

The successful candidate will :

• Work closely with our third party service provider and internal partners to ensure the timely and effective resolution of NIGO items.
• Successful completion of the CSC and/or IFIC Operations or Sales course is a requirement. Good knowledge of the mutual fund industry and financial services in general is required;
• Working knowledge of related call centre computer/telephony and web applications necessary.
• Advanced level of English and French language skills as the person will be required to communicate (via telephone and email) with anglophone and francophone clients and representatives and make administration changes to financial and non financial documents on a daily basis.
   

Location(s)Toronto, Ontario

Other Possible Location(s)
CompanyIA Clarington Inc.

Posting End Date2024-10-25

Company Overview

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 25,000 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.

Our Commitment to Diversity and Inclusion

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 with your needs.