Mutual Fund Client Support Analyst - Excellent Opp

ROSS; Old Toronto; On-site; CAD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a dedicated support specialist to enhance user experience within the mutual fund sector. This role offers a chance to work in a technologically advanced environment, where you will be pivotal in providing exceptional customer support and resolving user inquiries. You will collaborate closely with IT teams to ensure seamless operations and contribute to the development of effective solutions. With a strong focus on career advancement, this opportunity promises not only professional growth but also an engaging workplace culture, complete with an excellent benefits program and a supportive team environment. If you thrive in fast-paced settings and are passionate about delivering quality service, this is the perfect role for you.

Benefits

Tuition Reimbursements

Generous RRSP Program

Corporate Gym

Comprehensive Benefits Program

Qualifications

• 1-2 years experience in the mutual fund industry with strong knowledge of processes.
• Excellent problem-solving and organizational skills are essential.

Responsibilities

• Provide support for user inquiries and application functionality.
• Work with IT to identify and resolve user issues effectively.

Skills

Mutual Fund Business Processes

Customer Support

Analytical Abilities

Organizational Skills

Communication Skills

Functional Computer Experience

Education

Post Secondary Education (University Degree, College Diploma)

Tools

Microsoft Office

Outlook

SQL

Unix

MS Access

Job description

Our client is one of Canada’s largest investment management companies who offer a challenging, technologically advanced work environment that will expand your skill set and provide you with real opportunities for career advancement. You'll also enjoy one of the best benefit programs in the industry, tuition reimbursements, a generous RRSP program, a corporate gym and more.

If you have experience with the mutual fund business process and excel at providing exceptional customer support, then this is the job for you. You’ll provide support services for the Transfer Agency system and related applications to all of our client’s business units by gathering and diagnosing user issues to deliver the most appropriate system or business solution within a fast paced environment.

You will:

1. Provide support for user inquiries, user/business unit application functionality and issues.
2. Work closely with IT Application Support to research and identify root cause of reported difficulties.
3. Co-ordinate and facilitate with IT Relationship Managers (RM’s) and business stakeholders to develop appropriate solutions for user issues.
4. Ensure all support processes are documented and kept up to date within the Client Support knowledge base.
5. Provide Production Issue Investigation / IT Opportunity Identification. Work with business units and other areas within IT Service Delivery to identify opportunities to enhance application functionality or processes in a way that delivers significant business value.
6. Provide IT SLA (Service Level Agreements) Development and Adherence. Work with RM’s and business stakeholders to adhere to IT SLAs (system availability, issue response times, etc.). Track IT Service Delivery performance statistics versus the SLA, and work with IT RM’s to report adherence.
7. Provide Internal User Communication. Assist IT RM to communicate to users regarding significant system-related events (e.g.: planned outages, IT standards and policies, etc.).
8. Provide IT Support/Enhancement Projects. Work within a project team to assist with design, development and testing within the Software and/or Infrastructure Development Life to ensure business processes and requirements are met.

You Must Have:

• Strong working knowledge of mutual fund business processes.
• 1-2 years work experience within the mutual fund industry.
• Strong analytical abilities for problem solving skills and sound judgment with a high degree of initiative.
• Excellent organizational skills with the ability to multi-task and to work towards predefined service level standards while delivering quality work.
• Strong written (email) and verbal communication skills to be able to simplify complex data or situations to users at all levels.
• Functional computer experience (Microsoft Office, Outlook, Internet Browsers, etc).
• Post Secondary Education (University Degree, College Diploma, etc).

You don’t have to have, but it would be nice:

• Shareholder transfer agency systems, related applications (ie CRM, imaging and automated workflows) and back office administration processes.
• Knowledge of Fundserv clearing, settlement, network, ESG standards/processes and XML messaging.
• IFIC, IFIC Operations course or CSC preferred.
• Working knowledge of SQL and Unix.
• Working knowledge of Windows XP operating system.
• Working knowledge of MS Access.
• Knowledge of SDLC and project management methodologies.

If you're not interested, but know someone who is, please help a current or former colleague in their career development by referring them. In addition, we're happy to give you a $350 referral fee. Click here for more details.

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