Contract position for 4-6 months
Overall Accountabilities :
The Management Company Support Agent’s primary focus is to strive towards effective delivery commitments to our clients.
The incumbent’s main objectives will be to develop a positive client experience by understanding and responding to our clients’ enquiries professionally and accurately.
As the primary point of contact for our clients, the Management Company Support Agent must provide exemplary customer service as well and recognize opportunities to proactively position IFDS’ services to meet and exceed our clients’ needs.
The Management Company Support agent also plays a key role as a subject matter expert resource for the account coordinator roles within Business Operations and is expected to provide guidance and assistance to the account coordinator team members as required.
General Role & Responsibilities :
1. Service incoming technical customer calls and email requests in a timely and efficient manner.
Prepare and send incidents with appropriate severity levels to resolution teams.
Provide 1st call resolution for requests that fall within the scope of MCS responsibilities.
Provides research and analysis directly linked to client issues.
Provides recommendations / solutions to issues with supporting evidence / documentation.
Responsible for incident management and appropriate escalation.
Provides applicable reporting both internally and externally
2. Assist with the day-to-day customer service delivery model for assigned clients by providing support in times of high volumes :
Execute all trade instructions from standard to expert (high dollar) transactions including expert level adjustments
Perform problem resolution analysis and call outs
simple and complex work types
Be the subject matter expert when it comes to IFDS’ services, products, policies and procedures pertaining to the entire team
Manage support tool for offshore processing support, as well as internal client inbound / outbound calls and emails, provide resolution pertaining to account and fund information, issue resolution trade details and review / signoff of reports
Liaise with internal teams to facilitate client service requirements
Participates in special projects as assigned
3. Identifying issues that may require additional resources / subject matter expertise and escalating accordingly.
Take ownership of specific requests / issues to ensure end to end support is followed
Ensure timely resolution of escalations, sensitive issues or requests are processed meeting SLA’s and in good order
Making recommendations to enhance and support needs of the business
Minimum Qualifications : Critical Requirements :
Critical Requirements :
Minimum 3 years’ experience in the financial service industry and mutual fund processing including trade corrections and / or intimate RESP Processing Knowledge as well as regulatory working knowledge
Previous experience in a service oriented environment; strong client focus
Excellent interpersonal skills
Solid written and verbal communication skills
Ability to communicate complex business and technical concepts plainly and simply
Very strong ability to organize and prioritize work. Ability to work on multiple and changing priorities within specified timeframes
Able to co-ordinate and operate in occasionally stressful situations in resolving the client’s issues
Team Player, able to work in a team environment with shared goals and accountabilities
Highly analytical with a high degree of attention to detail to ensure 100% accuracy on all transactions
Strong research / information gathering / analytical and problem-solving skills - takes a logical approach to analyzing problems.
Systematically researches information and explores alternatives to solve problems.
Understands the business impact of escalated incidents and service requests
Positive impact performs in a manner that makes a strong positive impression on others; e.g., high energy level, a problem-
solving approach, and the ability to act with a sense of urgency when the situation demands it
Willingness to work in an environment with flexible schedules that is driven by client commitments and high volumes
Important Requirements :
Post-secondary education in a related discipline
Relationship builder constructs, maintains, nourishes relationships with all stakeholders
Knowledge of iFAST Desktop system, iFAST Base & Surround Products (Beneficial)
Solid knowledge of Financial Mutual Fund Record Keeping Systems and Transfer Agency operations business process
Bilingual English / French both oral and written is a definite asset
Knowledge of the mutual fund processing and the administrative back-office
Proactive in acquiring information to develop new skills to improve job performance. Grasps new material quickly and easily, and applies new information, concepts and procedures in a constructive manner
Demonstrated process improvement capability
Background in tax, compliance regulations
Beneficial Requirements : Processing and / or quality control experience on iFAST IFIC Operations and Procedures course an asset
IFDS Canada encourages applications from all qualified individuals. Applicants with disabilities may notify us of any accommodations needed to support your participation in the recruitment process.
We wish to thank all applicants for their interest and effort in applying. Please be aware that only candidates selected for interviews will be contacted for this position .