Senior Specialist Case Resolution (6-month Term)

IG Wealth Management; Quebec; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading wealth management company is seeking a Senior Specialist in Quebec to support advisors and manage complex escalations. The ideal candidate will have post-secondary education, strong analytical and communication skills, and the ability to work in a bilingual environment. This role offers the opportunity to enhance client satisfaction and improve processes within the organization.

Qualifications

• Post-secondary education in a related field.
• Strong analytical, problem solving and decision-making skills.
• Excellent communication skills (both written and verbal).
• Strong PC skills and practical experience with MS Office tools.

Responsibilities

• Coordinate work performed by other service departments.
• Provide personalized assistance and administrative support.
• Conduct research & analysis of complex and / or escalated issues.
• Analyze the root cause of errors to implement changes.

Skills

Analytical skills

Problem solving

Communication skills

Organizational skills

Bilingual (French & English)

Education

Post-secondary education in a related field

Tools

MS Office (Word, Excel, PowerPoint, Access)

Salesforce

SAS

Job description

Overview

Position Summary

The Senior Specialist plays an integral role in supporting advisors in servicing the needs of advisor and clients and manage escalations, exceptions, and inquiries. This role is responsible for managing complex cases and making critical and time sensitive decisions that will enhance client satisfaction by using acquired experience, resources, and precedents. The Senior Specialist will act as a critical liaison between clients / advisors, other internal departments, and other WMO &ECC operations team members as well as coordinate the timely execution of escalated cases by triaging cases, escalating directly with other financial institutions, completing root cause analysis, and providing feedback to internal partners to further enhance processes, procedures, and coaching.

Responsibilities

• Coordinate any work performed by other service departments (Region Office Operations, Operations Services, Brokerage Operations, Legal, Compliance, etc.) and ensure appropriate service levels are provided to avoid financial losses and reputational damage.
• Provide personalized assistance and administrative support on requirements, forms and submission methods, schedule and facilitate a pre-submission full review meeting for extensive assistance to advisors and their teams, pre and post submission of their requests. Proactively communicate with the advisor's team regarding NIGO (fully review NIGOs to determine if valid or can be resolved internally and support advisor through the resolution process), status updates, follow-ups, and confirmation upon completion of all transactions. Proactively anticipate service concerns and work with colleagues to develop solutions.
• Proactively escalate by calling or meeting with external business partners and other financial institutions for quick resolution.
• Conduct research & analysis of complex and / or escalated issues to determine the best course of action for resolution.
• Analyze the root cause of errors and trends to proactively implement changes to improve overall client satisfaction.
• Identify areas of improvement to increase accuracy and efficiency of processing.
• Provide feedback to leadership team on the knowledge & skills of the team members.
• Communicate with internal and external business partners to explain current functions, procedures, policy, and problem resolution.
• Maintain broad knowledge of business policy & procedures and participate in relevant training and development opportunities.

Qualifications

• Post-secondary education in a related field
• Knowledge of core products, services, policies & procedures for investment offerings
• Strong analytical, problem solving and decision-making skills.
• Excellent communication skills (both written and verbal) with demonstrated ability to articulate relevant information and direction in an organized and concise manner.
• Demonstrated organizational skills with the ability to manage multiple priorities.
• Strong PC skills and practical experience with MS Office tools (Word, Excel, PowerPoint, Access)
• Advanced knowledge of internal systems (All digital tools : SAS, DCA, TREX, Transact, Salesforce (Advisor Portal, Digital Forms, DocuSign), Platform Zero.) and proven desire and ability to learn quickly.
• Bilingual is an asset (French & English)

As this position is posted in Montréal, Toronto and Winnipeg, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English.