Client Resolution Representative

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.
• 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.