MCS Agent - Bilingual French/English
International Financial Data Services Group
Toronto, ON, CA
15d ago

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

  • Able to execute all steps of the processing lifecycle, comprising of all work types from medium to high complexity. - high (high dollar transactions;
  • 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 .

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