Bilingual Client Services Representative

Reporting to the Manager of Client Services, this role will primarily be responsible for providing IA Clarington distributors and unit holders with exemplary service that is second to none in the industry. The CSR is responsible for responding to incoming customer inquiries for account and product information and/or requests for service all with an eye towards adding value, strengthening ties, promoting business and exceeding expectations.

Your Day to Day

• Respond to inbound calls and customer inquiries for account and product information and/or requests for service.
• Make outbound calls in response to client queries or to support marketing campaigns.
• Promote IA Clarington products and services where appropriate. Identify opportunities for improved sales and relationship building using a high level of understanding of company’s products and services.
• Monitor and maintain personal work queues to ensure the completion of service requests or inquiries. Provide 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.
• 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.

What You Have

• The successful candidate must possess a minimum of 1 to 2 years progressive work experience in a customer service/call center environment.
• Experience in financial services and/or mutual fund industry in particular will be given preference.
• Advanced knowledge of French to handle daily calls from advisors and clients.
• The completion of the CSC and/or IFIC Operations or Sales course is a requirement.
• Post-secondary education is an asset.
• Working knowledge of various computer and web applications is necessary. Shifts are from early (8am-4pm; 9am-5pm, 9:30-5:30, 10am-6pm) and there is a 11am-7pm shift that the team rotates once a month.
• Opportunity for overtime seasonally or during peak periods or in connection with new projects/initiatives.