Customer Service Intermediate Analyst

Jobtailor; Mississauga; On-site; CAD 70,000 - 100,000; Full time

Job summary

Jobtailor in Mississauga, Canada is seeking a Client Experience professional to manage a portfolio of high-profile clients, ensuring timely and professional resolution of inquiries while coordinating with internal teams.

The role requires 2-5 years of customer experience, bilingual English/French proficiency, and a Bachelor’s degree or equivalent. You will coach teams, handle escalations, and drive process improvements to elevate client satisfaction.

Qualifications

• 2-5 years of customer experience in a business/financial setting.
• Bilingual English and French is required (spoken and written).
• Bachelor's degree or equivalent experience is required.
• Strong written and verbal communication and stakeholder influence skills.

Responsibilities

• Manage a portfolio of high-profile clients with timely, professional issue resolution.
• Provide coaching and act as the point of contact for escalations.
• Conduct regular client interactions via calls and in-person meetings as needed.
• Inform clients about problems and provide status updates.
• Identify and advocate process improvements to enhance client experience.
• Analyze regulatory and market changes impacting the portfolio.
• Escalate feedback and processing delays to correct owners.
• Perform analyses to resolve problems and liaise with internal teams.
• Support audits, reporting and capacity planning efforts.
• Contribute to cross-department initiatives and risk management.

Skills

Client Relationship Management

Project Management

Analytical Skills

Bilingual Proficiency (English/French)

Risk Management

Education

Bachelor's degree or equivalent

Job description

• Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards
• Provide coaching and support to team and serve a point of contact for escalations
• Develop and maintain client portfolio through regular calls and face to face interaction, as needed
• Inform clients about problems (system failures, market issues) and provide regular resolution updates
• Advise on and advocate the implementation of process improvement and reengineering to improve client experience
• Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
• Escalate customer feedback, processing delays and errors appropriately
• Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary
• Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment
• Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives
• Assess risk in business decisions, drive compliance with applicable laws, rules and regulations, adhere to policy, apply sound ethical judgment, and elevate, manage and report control issues transparently

Requirements

• 2-5 years of customer experience
• Relevant experience (business/financial environment) preferred
• Demonstrated project management and organizational skills to prioritize multiple tasks
• Proven self-reliance and accountability and ability to manage risk
• Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders
• Proven investigative and analytical skills
• Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results
• Bilingual (English/French) language proficiency is required
• Candidates must be fluent in spoken and written French
• Bachelor's degree/University degree or equivalent experience

Core Competencies

Demonstrates strong client management capabilities, with a focus on delivering high-quality customer service and building relationships. Proficient in project management, risk assessment, and compliance within a business or financial environment.

Highest-signal resume keywords

• Client Relationship Management
• Project Management
• Analytical Skills
• Bilingual Proficiency (English/French)
• Risk Management

ATS Optimization Keywords

Hard Skills

• Customer Experience
• Process Improvement
• Data Analysis
• Audit Preparation
• Reporting
• Capacity Planning

Soft Skills

• Clear Communication
• Influencing Stakeholders
• Self-Reliance
• Accountability
• Organizational Skills

Industry Keywords

• Business Environment
• Financial Environment
• Regulatory Requirements
• Control Environment
• Ethical Judgment