Client Services Representative, Call Centre, Recordkeeping
5d ago

Company Information :

At CIBC Mellon, we are passionate about providing excellent client service, an outstanding employee experience, and opportunities to learn and grow professionally.

Together, our team of more than 1,300 employees supports and services more than $2 trillion in assets under administration on behalf of institutional investors active in Canada, including banks, pension plans, investment funds and insurance companies.

CIBC Mellon employees enjoy extensive training and learning opportunities, and a culture that supports employees as they give back to the communities where they live and work.

  • We are a company where employees are encouraged to make their voices heard. We work very hard to deliver outstanding client service, but we also believe in having a little fun along the way;
  • we recognize that new ideas and business success flourish in a culture of collaboration, creativity and employee empowerment.

    CIBC Mellon employees are engaged, professional and care about each other and their communities. If you're that kind of person, CIBC Mellon is the place you want to be.

    To learn more, watch our employee experience video at / careers.

    Position Overview :

    The Client Services Representative, Call Centre, Recordkeeping, responds to incoming telephone inquiries from dealers, advisors and shareholders primarily to investigate, address and resolve associated issues, concerns and inquiries regarding assigned CIBC Mellon’s clients, their investment products, and fund account activity.

    Develops and sustains on-going business relationships with assigned CIBC Mellon’s clients by anticipating and identifying client needs and providing service excellence.

    Responsibilities :

  • Responds to call centre inquiries from assigned clients, dealers, and advisors and ensures the highest level of service by proactively anticipating and resolving associated issues and inquiries
  • Creates and maintains a current and accurate knowledge base of assigned clients’ products and services while maintaining the group knowledge base of standard industry operating processes, procedures and practices (e.
  • g. terms of FundSERV, FUNDcom, and IFIC Mutual Fund industry related requirements)

  • Provides verbal and written responses to clients and representative inquiries, detailing resolution or follow-up actions and conducts research for more complex inquiries as required
  • Monitors and tracks call centre statistics to ensure that defined service level standards are maintained and collaborates with various Recordkeeping teams and management to address any identified process issues and improve service level standards
  • Creates and distributes periodic and ad-hoc advisor reporting which may include maturity reports, commissions and trailers, client transactions, fund prices and statements
  • Responds to advisor inquiries directed through the Data Edge online data and report tool regarding fund setups and dealer setups, escalating to management as required
  • Contributes to Recordkeeping initiatives and programs by providing process improvement recommendations regarding outstanding service issues, service enhancements, account administration and dealer service activity
  • Qualifications :

  • Post-secondary education
  • 4-5 years client services experience within the Mutual Fund industry
  • Knowledge of the mutual fund industry standards and regulations
  • IFIC Mutual Funds or CSC course an asset
  • Strong communication and Interpersonal skills
  • CIBC Mellon's Values :

    Client Focus : Putting the client at the centre of all that we do

    Integrity : Acting with the highest ethical standards for our company, our employees and our clients

    Teamwork : Fostering collaboration and diversity to empower employees to build relationships and deliver insights

    Excellence : Setting the standard for leading-edge solutions, innovation and continuous improvement

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