Sr Business Analyst - Bilingual English / Spanish

IFDS; Toronto; Hybrid; CAD 40,000 - 60,000; Full time

Job summary

A leading company in financial services is seeking a Bilingual Customer Service Agent to provide exemplary service and support to clients. This role involves managing client inquiries, delivering account information, and ensuring a positive client experience. The ideal candidate will be fully bilingual in English and French, possess strong interpersonal skills, and have experience in a service-oriented environment. Opportunities for career development and a flexible working environment are offered.

Qualifications

• Minimum 1 year experience in financial services frontline.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities effectively.

Responsibilities

• Manage day-to-day customer service delivery model for clients.
• Respond to client inquiries and issues.
• Liaise with internal teams to facilitate client service.

Skills

Bilingual (English and French)

Interpersonal skills

Organizational skills

Problem-solving

Client focus

Education

Post-secondary education in a related discipline

Tools

iFAST Desktop system

Job description

Non-Permanent

Canada

• We offer a fully remote work environment for those living in Northern Ontario outside of the Greater Toronto Area.
• We offer a hybrid working environment for employees from the Greater Toronto Area.

Who we are

With its global headquarters in Toronto, Canada, International Financial Data Services (IFDS) is a world-leading provider of outsourcing and technology solutions to the financial services industry. IFDS services over 240 financial organizations around the world, providing solutions to a wide range of global asset managers, wealth managers, banks, and insurance companies. With employees and partners located throughout Canada, Europe, and Asia-Pacific, the IFDS enterprise supports more than 17 million accounts with AUA of approximately CAD $4 trillion. IFDS Canada, Ireland, and Luxembourg are 50/50 joint ventures between Boston-based State Street Corporation, one of the world’s leading providers of financial services to institutional investors, and Connecticut-based SS&C Technologies, a global provider of investment and financial software-enabled services and software for the global financial services and healthcare industries.

Imagine yourself at IFDS

Come experience a community like no other at International Financial Data Services (IFDS). We offer work opportunities driven by a passion for creating market-leading financial solutions, and a culture that nurtures collaboration, accountability, diversity & inclusion, and continuous learning. We’ll provide you with opportunities to develop your career. From ongoing training and development programs to experiences working with our global financial services partners, you’ll be able to realize your full potential.

Role Overview

The incumbent’s primary focus is to strive towards effective delivery commitments to our clients. The main objectives of this role are to develop a positive client experience by understanding and responding to our clients’ inquiries professionally and accurately. As the primary point of contact for our clients, the Bilingual Customer Service Agent must provide exemplary customer service, recognize opportunities, and proactively position IFDS’ services to meet and exceed our clients’ needs. If you want to be part of a culture that values and fosters team unity, builds rapport with our clients, and works closely with our business partners, then consider working at IFDS.

Role Responsibilities

Actively and effectively manage the day-to-day customer service delivery model for clients by:

• Being the liaison between IFDS and the advisor/dealer community who act on behalf of our Fund Company clients.
• Responding to a variety of client issues and inquiries.
• Managing multiple client inbound/outbound calls and emails.
• Providing account and fund information, issue resolution, trade details, and review/signoff of reports and special projects as the primary liaison to advisors and dealers.
• Being knowledgeable about IFDS’s services, products, policies, and procedures related to the team’s transactions.
• Liaising with internal teams to facilitate client service requirements.

Minimum Qualifications

• Fully bilingual in English and French, with strong verbal and written communication skills.
• Preferably located in the Cochrane district (e.g., Timmins, Cochrane, Hearst, Iroquois Falls, Kapuskasing, Moosonee, or Smooth Rock Falls).
• Minimum 1 year experience in the financial services frontline.
• Post-secondary education in a related discipline.
• Previous experience in a service-oriented environment with a strong client focus.
• Excellent interpersonal skills.
• Strong organizational and prioritization skills, with the ability to manage multiple and changing priorities within specified timeframes.
• Ability to operate effectively in stressful situations to resolve client issues.
• Team player, capable of working collaboratively with shared goals and responsibilities.
• Understanding of the business impact of escalated incidents and service requests.
• Positive attitude, high energy, problem-solving approach, and sense of urgency when required.
• Willingness to work flexible schedules driven by client commitments and high volumes.
• Relationship-building skills to maintain and nurture stakeholder relationships.
• Proactive in acquiring new skills and applying new information constructively.
• Knowledge of iFAST Desktop system, iFAST Base & Surround Products is an asset.
• Knowledge of Financial Mutual Fund Record Keeping is beneficial.

Working Conditions

Employee working hours vary across shifts, from 8:00 am to 8:30 pm, Monday to Friday. Overtime may be required based on business needs.