Service Specialist II

Edward Jones; Mississauga; On-site; CAD 55,000 - 75,000; Full time

Job summary

Edward Jones in Canada is seeking a Service Specialist to join the Canada Service team and help deliver an ideal client experience. You will address inquiries from Financial Advisors and Branch Office Administrators with accuracy and timeliness in a fast-paced, service‑oriented environment.

A minimum of 3 years in the financial services industry or with Edward Jones is required. You should have excellent verbal and written communication, the ability to multi-task, and a customer‑centric mindset

Qualifications

• Minimum of 3 years of experience working in the financial services industry or Edward Jones.
• Excellent verbal/written communication skills.
• Must be able to multi-task and follow-up appropriately to take issues to resolution.
• 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.

Responsibilities

• Identify opportunities for improvements or enhancements within the team/department.
• Provide solutions in response to incoming telephone calls and written correspondence from Financial Advisors and Branch Office Administrators.
• Have an understanding of products and services offered by the firm to provide reliable responses to questions from field associates.
• Strive to provide world class client service in line with performance and quality measures.
• Contribute to the overall success of the team/department by supporting new initiatives and process changes.
• Identify opportunities for improvements or enhancements within the team/department.

Skills

Verbal communication

Written communication

Customer service

Financial industry knowledge

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.

View our Purpose, Inclusion and Citizenship Report.

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

Do you have experience in communication, a call centre environment and the financial industry? Are you a dynamic, results‑oriented individual who thrives on helping others and contributing to a team? Have you demonstrated success in determining the needs of clients and recommending solutions?

If you answered yes to these questions, our role on the Canada Service team could be right for you! We are seeking a Service Specialist to join and contribute to the success of our branch teams in delivering an ideal client experience.

The branch team operations division directly supports branch teams and clients, addressing all issues and inquiries with accuracy and timeliness to deliver Service Excellence. With a thorough understanding of daily branch operations, your valuable insights will shape how we do business. In this fast-paced, service‑oriented environment, you’ll leverage your critical thinking and effective communication skills to find solutions to inquiries, whether the request comes from a branch associate or client. By continually assessing and aligning our support, you’ll help us to better serve the needs of branch teams and the people they serve. You will deliver exceptional service to clients and branch teams in the Branch Team Support business area on the Service division. In this role you will:

• Identify opportunities for improvements or enhancements within the team/department. Act as a stakeholder while working collaboratively with other areas of the firm.
• Provide solutions in response to incoming telephone calls and written correspondence from Financial Advisors and Branch Office Administrators in an accurate and efficient manner, while considering different variables such as legal/regulatory guidelines and risk to the firm.
• Have an understanding of products and services offered by the firm, in order to provide reliable and accurate responses to questions from field associates
• Strive to provide world class client service in line with individual and department performance and quality expectation measures for a Service Specialist
• Contribute to the overall success of the team/department by acting as a resource for others and by supporting new initiatives, projects, or process changes
• Identify opportunities for improvements or enhancements within the team/department

** Shift time 9am-6pm CST **

Candidates that live within a commutable distance from our Mississauga, ON home office location are expected to work in the office four days per week.

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.

At Edward Jones, we value and respect our associates and their contributions, and we recognize individual efforts through a rewards program that promotes a long‑term career, financial security and well‑being. Visit our career site to learn more about our total compensation approach, which in addition to base salary, typically includes benefits, bonuses and profit sharing. The salary range for this role is based on national data and actual pay is based on skills, experience, education, and other relevant factors for a potential new associate.

A minimum of 3 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.

** Shift time 9am-6pm CST **