Client Services Associate

PTMA Financial Solutions; Quinte West; On-site; CAD 40,000 - 56,000; Full time

Job summary

PTMA Financial Solutions is seeking a client service professional to provide exceptional participant experiences by handling phone inquiries, emails, and client requests for PTMA LGIP funds.

You will use the CRM to track progress, maintain data accuracy, and support audits while collaborating with team members to resolve issues promptly.

Qualifications

• Associates Degree or higher and/or 1-2 years banking experience.
• 1-2 years of customer service experience preferred.
• Knowledge of financial markets and mutual fund industry beneficial.

Responsibilities

• Provide exceptional participant experience by answering phone inquiries and responding to emails.
• Utilize Customer Service Management System to track client requests through completion.
• Perform data stewardship to ensure accuracy of source data used throughout the firm.
• Act as intermediary for all communications to PTMA LGIP clients.
• Process audit confirmation requests for Fund Participants.
• Order banking supplies and process billing for banking services.
• Assist and provide backup to other staff.
• Steward of compliance, coordinates with company staff to gather, analyze, summarize, and prepare recommendations and reports.

Skills

Excellent customer service

Team collaboration

Attention to detail

Education

Associates Degree or higher

1-2 years banking experience

Tools

Outlook

Excel

Salesforce

Job description

Essential Duties and Responsibilities –

• Provide exceptional participant experience by answering phone inquiries, responding to emails to resolve all client requests timely.
• Utilize Customer Service Management System to track client requests through completion.
• Perform data stewardship to ensure accuracy of source data used throughout the firm.
• Act as intermediary for all communications to PTMA LGIP clients.
• Process audit confirmation requests for Fund Participants.
• Recommend and assists with enhancement and maintenance of procedures and related systems and reports.
• Order banking supplies and process billing for banking services.
• Assist and provide backup to other staff.
• Other duties and responsibilities as assigned by management.
• Steward of compliance, coordinates with company staff to gather, analyze, summarize, and prepare recommendations and reports.
• Set up, update, and maintain client account information, including access to GPS.
• Assist clients and staff by investigating and answering questions related to systems, accounts, procedures, transactions and/or services.
• Assist with deliverables for annual audits of Funds.
• Provide coverage for vacation, sick and personal days of team members.
• Perform special projects as needed and assigned.

Decision Making/Difficulty of Work:

• The position is hands on, fast paced, detail and deadline oriented.
• The position requires good judgment, strong attention to detail, and accuracy.
• Organizational skills and management of priorities are necessary to succeed in this position.

Minimum Requirements:

• Ability to work effectively with employees of all levels within the company.
• Must be able to handle multiple tasks and prioritize appropriately.

Competencies Required

Computer Skills:

• Must be proficient in Outlook, Excel.
• Experience with a Customer Service Management tool such as Salesforce is beneficial.

Interpersonal Skills:

• Excellent customer service skills required.
• Must be able to work closely in a team environment.
• Must be able to evaluate problems as they occur daily and resolve them in cooperation with co-workers.

Communication Skills:

• Must be able to work closely with the other client service associates, and management.
• Strong oral and written communication skills are necessary to succeed.
• Must be comfortable on the phone and client facing.

Other Training, Education, Special Skills Required:

Education/Knowledge:

• Associates Degree or higher and/or 1-2 years banking experience
• 1-2 years of customer service experience preferred.
• Knowledge of financial markets and mutual fund industry beneficial.