Associate, Shareholder Services

Odyssey Trust Company; Toronto; On-site; CAD 52,000 - 70,000; Full time

Benefits offered by this job

Paid Time Off

Health and Dental

Life Insurance

Long Term Disability

AD&D

Employee Assistance Program

Health Savings Account

RRSP Match

Job summary

Odyssey Trust Company is seeking an Associate, Shareholder Services to manage day-to-day interactions with shareholders, brokerages, and financial institutions in a professional manner. The role emphasizes responsive, empathetic customer service and accuracy in data handling.

You will work across Canada with a focus on shareholder experience, ensuring timely responses via calls, emails, and chats. This is a hybrid position requiring in-office attendance and a proactive, entrepreneurial team

Qualifications

• Courteous, professional, and reliable.
• High attention to detail and accuracy.
• Excellent verbal and written communication skills.
• Ability to remain organized while prioritizing multiple tasks with varying levels of urgency.
• Solutions-based attitude and an eagerness to drive process improvements by identifying problem areas and presenting solutions to management.

Responsibilities

• Managing day-to-day interactions with shareholders, brokerage firms, and financial institutions in a professional and courteous manner.
• Resolving shareholder and broker inquiries while maintaining a focus on first point resolution with a positive, empathetic, and professional attitude.
• Responding to telephone calls, emails, and chat interactions with exceptional care and efficiency, keeping the shareholder experience at heart
• Processing simple data entry transactions and as required, complex requests and audits of processed transactions while maintaining a focus on efficiency and accuracy.
• Escalating and handling complex inquiries as needed per documented procedures.
• Maintaining a strong focus on retention and growth by delivering exceptional service.
• In addition to the duties listed above, management may request the completion of other ad hoc duties or projects.

Skills

Customer service

Communication

Attention to detail

Multi-tasking

Problem solving

Tech savvy

Team player

Client facing experience

Securities knowledge pref

Job description

Associate, Shareholder Services

At Odyssey Trust Company, we do things differently. Our core mission is to provide peace of mind to our clients by making things simple, fast, and easy.

Odyssey is a tight-knit, solution-driven team. Our shared values, as defined by our own employees, guide us in reaching our individual and collective goals:

• We Show Up for Each Other: We are in this together! We collaborate and support each other to get results. Our employees are compensated with competitive salaries and a comprehensive benefits package.
• We Build: "Outside the box” is our playground. We’re not afraid to innovate and tackle tough problems – we’re here to disrupt the industry. Creativity and problem-solving is not reserved for the Executive team.
• We Get Stuff Done (GSD): We have a notable reputation for being exceptionally responsive. Coming up with a great idea is only part of the solution; We take great ideas and put them into action.
• We Do the Right Thing: We’re dependable, trustworthy, and proud of our professional standards.

Primary Responsibilities & Attitude

You will be an integral part of our team; you will be primarily responsible for managing incoming correspondence from external parties. As a customer facing role, you have a natural desire to help, are hungry to learn, and are committed to providing the best experience possible. In this role, we are looking for individuals who are committed to their schedule and open to handling interactions that come in many different forms.

This position is open to candidates who are eligible to work in Canada and who live in the Calgary or Toronto areas.We follow a hybrid working model, and regular attendance in our office is required.

Our business is continually evolving, and you will help us shape its growth. We are ideally looking for someone who has experience in the industry (but often thinks about ways things can be done better), is known for their work ethic and “can do” attitude, and who considers themselves to be an entrepreneurial team player.

You will have a strong relationship with all the organization's teams across Canada. You are someone they can count on to be available when they need you and you take pride in paying attention to detail and completing tasks efficiently. You’re excited about being part of a fast-paced, growing company.

You are responsible for:

• Managing day-to-day interactions with shareholders, brokerage firms, and financial institutions in a professional and courteous manner.
• Resolving shareholder and broker inquiries while maintaining a focus on first point resolution with a positive, empathetic, and professional attitude.
• Responding to telephone calls, emails, and chat interactions with exceptional care and efficiency, keeping the shareholder experience at heart
• Processing simple data entry transactions and as required, complex requests and audits of processed transactions while maintaining a focus on efficiency and accuracy.
• Escalating and handling complex inquiries as needed per documented procedures.
• Maintaining a strong focus on retention and growth by delivering exceptional service.
• In addition to the duties listed above, management may request the completion of other ad hoc duties or projects.

Skills and Experience

• Courteous, professional, and reliable.
• High attention to detail and accuracy.
• Excellent verbal and written communication skills.
• Ability to remain organized while prioritizing multiple tasks with varying levels of urgency.
• Solutions-based attitude and an eagerness to drive process improvements by identifying problem areas and presenting solutions to management.
• Sound computer skills and ability to adapt to and apply new technologies.
• Willingness and desire to achieve personal goals and team goals.
• Good interpersonal skills.
• Prior client-facing experience.
• A working knowledge of the securities industry as it relates to transfer agencies is preferred.

What We Offer:

• Paid Time Off: Vacation, Flex Days, Birthday Day off, Bonus Day Off
• Benefits: Health and Dental, Life Insurance, Long Term Disability, AD&D, Employee Assistance Program, $500 Health Savings Account, RRSP Match.

We thank all candidates for their interest; however, only those selected for an interview will be contacted. By submitting your resume, you consent to the collection, use and necessary disclosure of the personal information provided during the application and selection process.

We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.