Client Resolution Manager - Communication Centre of Excellence

IFDS; Toronto; Hybrid; CAD 45,000 - 55,000; Part time

Job summary

A financial services company in Toronto is seeking a Bilingual Customer Service Agent to provide excellent service to clients in both English and French. The role involves managing client inquiries and requires strong communication skills. Candidates must be flexible with working hours and have at least one year of experience in customer service. This position offers a hybrid working environment with training and competitive salaries.

Benefits

Competitive salaries

Additional compensation for bilinguals

Flexible work schedule

Qualifications

• Must be fully bilingual in English / French.
• Minimum 1 year experience in the financial services frontline.
• Ability to work on multiple and changing priorities.

Responsibilities

• Manage day-to-day customer service delivery model.
• Respond to client inquiries effectively.
• Provide account and fund information to clients.

Skills

Bilingual in English/French

Customer service

Interpersonal skills

Problem-solving

Education

Post-secondary education in a related discipline

Tools

iFAST Desktop system

Job description

Overview

Bilingual Customer Service Agent

Employment Type : Non-Permanent

Address
30 Adelaide Str, East
Toronto, Ontario, M5C 3G9
Canada

IFDS offers a hybrid working environment. Candidates can be located anywhere in Ontario; IFDS will supply equipment. Shifts are Monday to Friday, 8:00 AM to 8:00 PM to handle all client inquiries and requests during and after market hours. Flexibility in work schedule is essential. Projected start date for these positions will be September, 2025. All new employees will go through extensive on the job training. We offer competitive salaries, additional compensation for bilinguals, and opportunities to transition to permanent full time.

Who we are

With its global headquarters in Toronto, Canada, International Financial Data Services (IFDS) is a world-leading provider of outsourcing and technology solutions to the financial services industry. IFDS services over 240 financial organizations around the world, providing solutions to a wide range of global asset managers, wealth managers, banks, and insurance companies. With employees and partners located throughout Canada, Europe, and Asia-Pacific, the IFDS enterprise supports more than 17 million accounts with AUA of approximately CAD $4 trillion. IFDS Canada, Ireland, and Luxembourg are 50/50 joint ventures between Boston-based State Street Corporation and Connecticut-based SS&C Technologies.

Imagine yourself at IFDS

Come experience a community like no other at International Financial Data Services (IFDS). We offer work opportunities driven by a passion for creating market leading financial solutions, and a culture that nurtures collaboration, accountability, diversity & inclusion, and continuous learning. We’ll provide you with opportunities to develop your career. From ongoing training and development programs to experiences working with our global financial services partners, you’ll be able to realize your full potential.

Role Overview

The incumbent’s primary focus is to strive towards effective delivery commitments to our clients. The main objectives of this role will be to develop a positive client experience by understanding and responding to our clients’ inquiries professionally and accurately. As the primary point of contact for our clients, the Bilingual Customer Service Agent must provide exemplary customer service and recognize opportunities to proactively position IFDS’ services to meet and exceed our clients’ needs.

Role Responsibilities

Actively and effectively manages the day-to-day customer service delivery model for clients by:

• Being the liaison between IFDS and the advisor / dealer community who act on behalf of our Fund Company clients
• Responding to a variety of client issues and inquiries
• Able to manage multiple client inbound / outbound calls and emails
• As the primary liaison to advisors and dealers, provide account and fund information, issue resolution, trade details and review / signoff of reports and special projects
• Be knowledgeable regarding IFDS services, products, policies and procedures pertaining to the team’s accountable transactions
• Liaise with internal teams to facilitate client service requirements

Minimum Qualifications

• Must be fully bilingual in English / French with both verbal and written communication skills
• Minimum 1 year experience in the financial services frontline
• Post-secondary education in a related discipline
• Previous experience in a service-oriented environment; strong client focus
• Excellent interpersonal skills
• Strong ability to organize and prioritize work; ability to work on multiple and changing priorities within specified timeframes
• Ability to coordinate 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
• Understands the business impact of escalated incidents and service requests
• Positive, energetic, problem-solving approach with a sense of urgency when needed
• Willingness to work in an environment with flexible schedules driven by client commitments and high volumes
• Relationship builder – maintains relationships with all stakeholders
• Proactive in acquiring information to develop new skills to improve job performance
• Knowledge of iFAST Desktop system, iFAST Base & Surround Products is an asset
• Knowledge of Financial Mutual Fund Record Keeping is beneficial