Client Service Specialist, Client Account & Access Management

CIBC Mellon; Toronto; On-site; CAD 70,000 - 110,000; Part time

Job summary

CIBC Mellon is seeking a Contract Client Service Specialist in Toronto to support and lead client account setup and maintenance activities, ensure client satisfaction, and drive operational efficiency. You will coordinate ID setup requests, liaise with legal, tax and internal teams, and manage complex restructures while maintaining strong client relationships.

The role demands 3+ years in financial services operations, university training in business/finance/accounting, and strong MS Office

Qualifications

• 3+ years progressive experience in financial services operations and demonstrated client facing roles.
• University or equivalent training with a concentration in business, finance or accounting
• Strong digital fluency skills; ability to use new and developing technology to find, evaluate, and communicate information effectively
• Demonstrated MS Office software skills (Word, Excel, SharePoint, PowerPoint, etc.)
• Effective change management and collaboration skills; ability to activate change in varied environments
• Organized, detail oriented, analytical, ability to multi-task and meet deadlines
• Excellent written and verbal communication skills
• Strong critical thinking and problem solving skills
• Organized, detail oriented, analytical, ability to multi-task and meet deadlines
• Excellent written and verbal communication skills
• Strong critical thinking and problem solving skills

Responsibilities

• Subject matter expert and client liaison on account and online portal ID establishment and ongoing maintenance requirements.
• Facilitates account opening and maintenance requests for assigned portfolio of clients.
• Requests set up and maintenance of external NEXEN, PIN and Record Keeping application IDs, including related support functions (sending confirmation of ID details, updating client profile for call centre usage, liaising with client, vendors and applicable internal teams on ID set up issues/resolution).
• Acts as part of a central hub of experts and liaison between the client, legal, tax, compliance, and other operational groups to ensure all applicable regulatory, legislative and corporate requirements are adhered to in the account opening process.
• Manages and coordinates complex restructures through the collapsing, merging or establishment of new accounts and obtaining the applicable constating and other supporting documents.
• Manages client advocacy by finding resolutions to issues, ensuring accounts are opened in time and per plan, while informing clients and other stakeholders of real or potential problems/issues.
• Establishes and maintains strong internal and external relationships to ensure that time sensitive and confidential activities are effectively managed and any impacts and status are disseminated to all stakeholders.
• Minimizes operational risks by ensuring compliance with regulatory requirements and corporate and departmental policies/procedures.
• Investigates and seeks resolution to internal issues and endeavors to find solutions or escalates to the Manager as needed.
• Maintains an understanding of services and the Client’s business profile as it relates to the team’s accountabilities to ensure compliance with regulatory requirements, corporate policies and procedures.
• Performs accurate tracking, monitoring and reporting in line with departmental KPIs/metrics.

Skills

Client liaison

Account setup

Regulatory awareness

Attention to detail

Communication skills

Problem solving

Multi-tasking

Organizational skills

Education

University degree in business/finance/accounting

Tools

MS Office

SharePoint

Excel

PowerPoint

Job description

Company Information

CIBC Mellon is a leading provider of asset servicing solutions to institutional investors in Canada, including multi-currency accounting, fund valuation, and investment information reporting. We are passionate about providing exceptional client service backed by our culture of innovation and success. Our outstanding employee experience will provide you with opportunities to learn and grow professionally while supporting the communities in which you live and work. We are a diverse and dynamic workplace where employees take an active role in delivering on strategic objectives while advancing their individual career goals. We encourage innovative thinking and give our employees the support and resources they need to turn great ideas into actions. We’re always looking for talented people who can make a meaningful difference for our clients, our company and our communities. To learn more about why our employees love coming to work each day, visit www.cibcmellon.com/experience.

Job Number: J0826-0195

Category: Client Service Delivery

Employment Type: Contract

City: Toronto

Posting Date: September 11, 2026

Closing Date: September 25, 2026

Position Overview

Reporting to the Manager, Client Account and Access Management, the Client Service Specialist is responsible for supporting and leading client account set up and maintenance activities, client change events, and online portal ID set up requests. The Client Service Specialist is responsible for ensuring client satisfaction, a consistent client experience, and operational efficiency and control, while working to achieve a reduction of risk and losses in related functions

Responsibilities

• Subject matter expert and client liaison on account and online portal ID establishment and ongoing maintenance requirements.
• Facilitates account opening and maintenance requests for assigned portfolio of clients.
• Requests set up and maintenance of external NEXEN, PIN and Record Keeping application IDs, including related support functions (sending confirmation of ID details, updating client profile for call centre usage, liaising with client, vendors and applicable internal teams on ID set up issues/resolution).
• Acts as part of a central hub of experts and liaison between the client, legal, tax, compliance, and other operational groups to ensure all applicable regulatory, legislative and corporate requirements are adhered to in the account opening process.
• Manages and coordinates complex restructures through the collapsing, merging or establishment of new accounts and obtaining the applicable constating and other supporting documents.
• Manages client advocacy by finding resolutions to issues, ensuring accounts are opened in time and per plan, while informing clients and other stakeholders of real or potential problems/issues.
• Establishes and maintains strong internal and external relationships to ensure that time sensitive and confidential activities are effectively managed and any impacts and status are disseminated to all stakeholders.
• Minimizes operational risks by ensuring compliance with regulatory requirements and corporate and departmental policies/procedures.
• Investigates and seeks resolution to internal issues and endeavors to find solutions or escalates to the Manager as needed.
• Maintains an understanding of services and the Client’s business profile as it relates to the team’s accountabilities to ensure compliance with regulatory requirements, corporate policies and procedures.
• Performs accurate tracking, monitoring and reporting in line with departmental KPIs/metrics.

Qualifications

• 3 + years progressive experience in financial services operations and demonstrated client facing roles
• University or equivalent training with a concentration in business, finance or accounting
• Strong digital fluency skills; ability to use new and developing technology to find, evaluate, and communicate information effectively
• Demonstrated MS Office software skills (Word, Excel, SharePoint, PowerPoint, etc.)
• Effective change management and collaboration skills; ability to activate change in varied environments
• Organized, detail oriented, analytical, ability to multi-task and meet deadlines
• Excellent written and verbal communication skills
• Strong critical thinking and problem solving skills
• Organized, detail oriented, analytical, ability to multi-task and meet deadlines
• Excellent written and verbal communication skills
• Strong critical thinking and problem solving skills

CIBC Mellon's Values

Get it Right Every Day: Deliver service excellence while always acting with the highest ethical standards

Put Clients at the Centre: Advocate for clients by listening, sharing knowledge, and bringing the right solutions forward

Be One Family: Challenge, empower and recognize your colleagues

Take Ownership: Speak up, speak out, and make things better

Job Specific Competencies

• The salary band for this position ranges between $70,000 - $110,000.
• Please note, our recruitment process may include the use of AI-assisted tools.
• This posting is for an existing vacancy.

CIBC Mellon is committed to taking all reasonable steps to accommodate the needs of all individuals. Should you require any accommodations during the recruitment and selection process, please speak with your Recruitment Consultant.