Bilingual Client Access & Support Specialist

Raymond James Ltd.; Vancouver; On-site; CAD 50,000 - 55,000; Full time

Benefits offered by this job

Flexible workstyles

Health Benefits

RRSP Matching

Employee Stock Purchase Plan

Paid Time Off

Volunteer Days

Discretionary Bonuses

Tuition Reimbursement

Job summary

Raymond James Ltd. is seeking a preferably bilingual (French and English) Client Access Support Associate to join the Information Technology/PCG team at one of our Canadian offices.

The role involves coordinating with IT and RJL divisions to resolve client-access issues, providing exceptional customer service, and documenting interactions in the call-tracking system. Required is a College Diploma or equivalent with 3-4 years in customer service and experience in financial services or brokerage.

Qualifications

• College Diploma or equivalent and a minimum of 3-4 years’ experience in customer service.
• Experience in the financial services or brokerage industry required.
• Excellent proficiency with Microsoft 365 and SharePoint Online, common web browsers, and mobile devices.
• Preferable fluent written and verbal French and English skills.
• Ability to organize, manage, and track multiple detailed tasks and assignments with frequently changing priorities in a fast-paced work environment.
• Ability to establish and maintain effective working relationships at all levels of the organization.
• Sound decision-making, organizational, and interpersonal skills.
• Ability to communicate effectively, orally and in writing, with external clients, financial advisors, and other internal clients.
• Ability to work constructively under stress and pressure when faced with high workloads and deadlines.
• Ability to work independently and collaboratively within a team environment.
• Quick learner who is dependable, professional, creative, and innovative.

Responsibilities

• Collaborate with IT teams and RJL Divisions to identify client needs.
• Provide an exceptional level of customer service in a calm, courteous, and professional manner.
• Respond to inquiries or complaints received through phone calls or written correspondence concerning client-access usage issues; follow issues through resolution and final communications.
• Conduct basic diagnoses of internet software and hardware to troubleshoot client connectivity problems; assist with password resets, registration, or email-notification issues.
• Document client communications in detail in the call-tracking system and accurately update client personal information as appropriate.
• Research, resolve, and make decisions regarding various inquiries for clients, advisors, and associates within RJL.
• Determine the best method to resolve problems to ensure customer satisfaction while adhering to company policies.
• Coordinate problem resolution with appropriate departments.
• Follow up verbally or in writing to ensure customer satisfaction.
• Act as liaison for document deficiencies across branches, Operations, Compliance, and enterprise data teams.
• Perform other duties and responsibilities as assigned.
• Support short-term ad hoc projects, including related research, coordination, documentation, and follow-up as required.

Skills

Bilingual French and English

Customer service

Microsoft 365

SharePoint Online

Financial services experience

Education

College Diploma or equivalent

Job description

Raymond James Ltd. is seeking a preferably bilingual (French and English) Client Access Support Associate to join the Information Technology/PCG team at one of our Canadian offices.

The role involves coordinating with IT and RJL divisions to resolve client-access issues, providing exceptional customer service, and documenting interactions in the call-tracking system. Required is a College Diploma or equivalent with 3-4 years in customer service and experience in financial services or brokerage.