Specialist– Estate Settlement

Remote / Contract - Full Time / Quebec / Montreal / Toronto

SUMMARY OF RESPONSIBILITIES

The candidate understands the success of our organization depends on customer loyalty as it drives retention, referrals, reputation and revenues. He keeps the client experience in mind to provide peace of mind to our advisors and clients. He possesses a LEAN mentality and seeks ways to improve our processes and reduce errors.

Reporting to the nominee administration manager, the candidate will be responsible for the entire estate settlement process for Investia self-directed accounts. He/she will also be the point of contact for advisors to answer questions requiring tax or legal support and to effectively resolve problems and/or escalations. He/she will report recurring issues, gaps in tax or legal support, etc. to his/her supervisor. With a strong customer service background, the candidate will be able to explore alternative solutions if the situation arises in order to meet the specific need of a file and obtain the consent of all parties.

In this position, you will be responsible for:

• Verify documents submitted by executors/recipients for estate processing and follow up on missing documents with the advisor.

• Support client services with their problems/escalations allowing CSRs to provide quick answers.

• Work closely with the legal and tax departments in order to provide complete answers and compliant files

• Respond by email or phone to advisors questions received in our request processing system

• Ensure the complete processing of estate files:

  • Calculation of fees related to the file

  • Redeem or transfer the various products held in the deceased's account (e.g. mutual funds, GICs, segregated funds, exchange traded funds)

  • Ensure the payment of funds, if applicable, to the beneficiaries/assignments by cheque or electronic transfer

  • Verification and validation of settled files and issuance of various tax slips for each account

  • Handle customer complaints

  • Communicate regularly with the sales force, other departments related to estate processing

• Collaborate in the continuous improvement of processes and procedures

  • Propose solutions to improve our internal processes and reduce errors

• Create and maintain training material and knowledge base for client services

• Follow up on unresolved issues on a daily basis

• Report important cases to his manager

• Participate to the DMS ensuring all errors are captured and visible

QUALIFICATION AND SKILLS :

• DEC in financial services, administration or a related discipline and 2 years of relevant experience

• Very good knowledge of financial products and services and/or mutual funds environment

• Excellent communication and written skills in both French and English

• Strong analytical and likes to solve issues

• Has a great client service

• Knowledge of estate processing, taxation or law is a major asset.