Senior Service Specialist

Edward Jones; Mississauga; Hybrid; CAD 70,000 - 95,000; Full time

Benefits offered by this job

401k retirement plan

Medical and prescription drug benefits

Job summary

Edward Jones is seeking a Senior Service Specialist to support the Canada Service team by handling complex inquiries and helping shape a new service model. You will mentor teammates, guide escalated situations, and contribute to process improvements as the function evolves.

The role suits an experienced professional who thrives in change and is ready for increasing leadership responsibilities, with an emphasis on delivering exceptional client and advisor support.

Qualifications

• Post-secondary education preferred.
• CSC is highly recommended.
• At least 5 years in financial services or with Edward Jones.

Responsibilities

• Handle routine and complex inquiries from branches and clients with professional service.
• Support process development and build operational knowledge within the service team.
• Mentor and coach team members and guide escalated situations.
• Contribute to improvements as the new function evolves.
• Assist Branch and Order Service teams as needed.
• Learn all call types including new projects.

Skills

Communication skills

Leadership potential

Problem-solving

Education

Post-secondary education

Canadian Securities Course (CSC) recommended

Tools

Edward Jones systems

Job description

Join a financial services firm where your contributions are valued. Edward Jones is a Fortune 500¹ company where people come first. With over 9 million clients and 20,000 financial advisors across the U.S. and Canada, we’re proud to be privately‑owned, placing the focus on our clients rather than shareholder returns.

Behind everything we do is our purpose: We partner for positive impact to improve the lives of our clients and colleagues, and together, better our communities and society. We are an innovative, flexible, and inclusive organization that attracts, develops, and inspires performance excellence and a sense of belonging.

People are at the center of our partnership. Edward Jones associates are seen, heard, respected, and supported. This is what we believe makes us the best place to start or build your career.

¹Fortune 500, published June 2024, data as of December 2023. Compensation provided for using, not obtaining, the rating.

We are seeking a highly motivated and experienced Senior Service Specialist to support the evolving needs of the Canada Service team through integration and ongoing servicing. This role offers a unique opportunity to help shape a newly established service model, while providing exceptional support to internal and external clients.

The successful candidate will act as a key resource for the team by managing complex inquiries, supporting the continued development of processes, and helping to build operational knowledge within the service team. In addition to servicing client and advisor inquiries, this individual will serve as a mentor and coach to team members, provide guidance on escalated situations, and contribute to process improvements as the new function evolves.

This position is ideal for an experienced individual who demonstrates strong problem‑solving abilities, thrives in a changing environment, and is interested in taking on increased leadership responsibilities.

Key Responsibilities

• Answer routine and non‑routine incoming calls and/or written requests from branches, drawing on multiple information sources and past experience in order to provide a professional level of service. Associate will not provide recommendations on the suitability of investments as it pertains to clients.
• Maintain performance standards and expectations, while increasing contribution to department initiatives.
• A Senior Service Specialist may be responsible for meeting leadership, work direction, training or other management responsibilities at the direction of or in the absence of the team leader.
• Acts as a mentor/coach with all associates, especially new ones.
• Identify opportunities for improvements or enhancements within the team/department. Act as a stakeholder while working collaboratively with other areas of the firm.
• Expected to support Branch and Order Service teams as needed.
• Get trained on all call types including any new projects.

Education & Qualifications

• Education/Certification Completion of Post‑secondary education is preferred.
• Canadian Securities Course (CSC) highly recommended.
• A minimum of 5 years of experience working in the financial services industry or Edward Jones is required.
• Excellent verbal/written communication skills - Must be able to successfully support callers and peers with complex solutions while providing extraordinary service, clearly communicate regulatory requirement/ financial tax processes, and have the confidence to get the job successfully completed. Ability to respond to written correspondence in a clear and pleasant manner using correct grammar, spelling and format.
• Positioned for success during change and enhancements.
• Understands and can delegate workflow and is developing leadership skills.
• Must be able to multi‑task and follow‑up appropriately to take issues to resolution.
• Must be able to work in a fast paced, team oriented environment and quickly learn and apply new information.
• High proficiency in procedures and systems used by the department(s) with whom Service has a dependency is required.
• Superior level of knowledge within the team with the areas we support.
• Strong computer skills are required. The position requires knowledge of applicable Edward Jones systems and external industry software.
• Must be able to identify, analyze and resolve complex or escalated branch issues. Demonstrates the ability to use appropriate resources and processes to solve issues.

At Edward Jones, we are building a place where everyone feels like they belong. We're proud of our associates' contributions to the firm and the recognitions we have received.

Check out our U.S. awards and accolades: Insights & Information Blog Postings about Edward Jones

Check out our Canadian awards and accolades: Insights & Information Blog Postings about Edward Jones

Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.

Edward Jones' compensation and benefits package includes medical and prescription drug, dental, vision, voluntary benefits (such as accident, hospital indemnity, and critical illness), short- and long‑term disability, basic life, and basic AD&D coverage. Short- and long‑term disability, basic life, and basic AD&D coverage are provided at no cost to associates. Edward Jones offers a 401k retirement plan, and tax‑advantaged accounts: health savings account, and flexible spending account. Edward Jones observes ten paid holidays and provides 15 days of vacation for new associates beginning on January 1 of each year, as well as sick time, personal days, and a paid day for volunteerism. Associates may be eligible for bonuses and profit sharing. All associates are eligible for the firm's Employee Assistance Program. For more information on the Benefits available to Edward Jones associates, please visit our benefits page.