Sr Service Specialist

Edward Jones; Calgary; On-site; CAD 60,000 - 80,000; Full time

Job summary

Edward Jones in Calgary seeks a Senior Service Specialist to support branch teams with operational, product, compliance and system inquiries. You will provide timely, friendly service and resolve issues to ensure a seamless client and colleague experience.

You will coach teammates, handle escalations, and help identify trends to simplify procedures and improve service. Applicants should have at least five years in financial services, excellent communication, and strong computer skills.

Qualifications

• Minimum 5 years in financial services
• Excellent verbal and written communication skills
• Ability to multi-task in a fast-paced environment
• Strong computer skills and familiarity with Edward Jones systems

Responsibilities

• Provide telephone and written support to branches and teammates
• Coach teammates with one-on-one and group training
• Assist with escalations and problem resolution
• Identify trends to simplify procedures and improve service
• Communicate regulatory requirements clearly and accurately

Skills

Verbal communication

Written communication

Customer service

Coaching

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.

Join a team that makes a meaningful impact every day. In this role, you'll serve as a trusted resource for branch teams and colleagues across the firm, delivering exceptional support, guidance, and problem resolution that helps drive a seamless client and associate experience. You'll have the opportunity to combine your operational expertise, coaching skills, and collaborative mindset to solve complex challenges, develop teammates, strengthen partnerships, and contribute to continuous improvement efforts that enhance how we serve our branches.

The Senior Service Specialist will:

• Provide telephone and written support to branches, teammates, other Service areas, and Operations teams in a reliable, timely and friendly manner on operational, product, compliance and system related inquiries.
• Act as a coach to teammates by providing training in one on one, group and assist line settings.
• Assist with escalations and problem resolution in order to meet branch and client needs as quickly and efficiently as possible.
• Assist Team Leader in identifying trends with the goal of simplifying procedures, increasing efficiency, improving service to branches, and bettering partnerships with other teams.
• Must have excellent verbal and written skills in order to successfully support callers and peers with complex solutions while providing extraordinary service, clearly communicating regulatory requirements and procedures and understanding client needs, while having the confidence to get the job successfully completed, even in difficult situations. 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, and being a positive and eager champion for change. Responsible for keeping current on and adherence to policies and procedures which change frequently due to changes in operational processes, new services offered by the firm, changes in industry regulations, and new or revised legislation.
• Understands and can delegate workflow and is developing leadership skills.

** Shift time 8am-5pm CST **

• 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.

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.