JOB DESCRIPTION

Location: Hybrid | Montreal, QC 

Duration: 12 Months 

Our client, a leading financial institution in Downtown Toronto, is looking for a Client Services Representative – Bilingual to act as the operational point of contact for clients, as well as the technical engineer in the I&TS operating models and ensure execution is in line with the stated parameters. The successful candidate will have the opportunity to work with one of the Top 5 Banks in Canada.

Typical Day in role:

• Communicate directly with client leaders with a focus on: technology, model simplification, greater efficiency and automation of client process, and identify, predict, and proactively manage future state developments.
• Manage client activity logs, including day-to-day activities/issues and onboarding events. Ensure the service standards are met through daily review of key data, issue tracker and query management.
• Support the management and execution of all change events, including regulatory and industry change, and client-imposed change. 
• Support all initiatives aimed at improving and enhancing overall client satisfaction with I&TS services and providing technical expertise to support clients’ objectives.
• Conduct client analysis based on KPI data, query logs, action logs, BAU information, and client information, to assess service offering and performance.

Quality Customer Service

• Maintain professional and productive working relationships with all business partners; Assume client service accountability for assigned clients and work closely with team members to provide reliable service 
• Attend presentations and other training to ensure awareness of IS’s existing products and services so that queries received by the clients can be fielded to the correct area without delay. 

Administration/Management Of Client Activity

• Ensure that up-to-date desk operating procedures are maintained and accessible to team members and specific daily administrative procedures are clearly documented
• Complete Risk and Compliance requests within required deadlines and ensure required reporting is sent out to clients as per department procedure 

Business Segment Or Geography Specific Activities

• Research and follow up on overdraft positions daily, ensuring the appropriate action is taken to address the issues in the early stages and escalating where appropriate. 
• Verify all transaction postings through the clients’ accounts are accurate and meet account requirements. 

Teamwork / Collaboration 

• Participate in cross-training for developmental and back-up purposes (i.e. internal/external meetings, sick days/vacation coverage. 
• Contribute to the success of the department by supporting and assisting other team members during high volumes and staff shortages. 

Must-Have Skills:

• 3+ years of progressive financial services experience 
• 3+ years’ managing clients with a global footprint
• High level of technical operational expertise and ability to understand operating models end-to-end and business drivers
• Experience in project/program support; knowledge of risk management
• Demonstrated change management skills with excellent client-facing abilities
• Ability to operate alongside senior leaders and functional leads
• Must be able to communicate in French and English (written and spoken– No exceptions 

Nice-To-Have Skills:

• Experience in the financial services industry
• Institutional Pension Plan knowledge 

Soft Skills Required:

Organizational skill, Communication, teamwork, good work ethic, adaptability, interpersonal skills, and problem-solving.

Education:

• Undergraduate degree preferably in Commerce, Economics or Business

Finance professional is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. We advocate for you and welcome anyone regardless of race, color, religion, national origin, sex, physical or mental disability, or age.