iA Financial Group (Industrial Alliance) Looking for Client Support Specialist at Toronto, Ontario, Canada Full Time

Contract 18 months / Full-time / Remote 100% / Toronto, Montreal, or Quebec

Company Overview

WFG Dealer Connect provides back-office administration and advisor support to WFG advisor across Canada. The team’s focus is to provide excellent service to the advisors that we deal with on a day-to-day basis so they can help their clients achieve their financial goals. Our primary objective is to handle the operational aspects for the advisor and to help ensure that all transaction and record keeping is completed following all proper procedures. We are the liaison between the advisor and the Fund Companies and handle all internal transactions and paperwork.

Responsibilities:

• Engage with advisors/clients through various communication methods (Phone, Email, Video Chat).
• Process internal Delay Notifications and send them to the advisor via email.
• Identify potential issues or missed items on the documents and help find a solution to ensure the advisor/client satisfaction.
• Process Delay responses, Converting and indexing items received and process/upload them into the proper queues.
• Update any existing logs with progress updates and closing updates.
• Provide updates to our clients/advisor about document status via email.
• Help monitor additional processing queues as needed and provide back up to the other team members.
• Prepare Letters of Direction and Letters of Indemnity that will be sent to various fund companies for processing.
• Log any interaction with the advisor/Clients in our CRM program.
• Work closely with others within our team and other teams/departments in the company to ensure transactions are completed and we have the most up to date information.
• Ensure that all the documents and transactions being processed are following the internal procedures.
• Ensure our service standards are being met by working closely with the team and provide back up to team members when volumes are high.
• Stay updated on changes in our procedures and participate within our daily DMS meetings.

Qualifications:

• 1-2 years client service/call centre experience or processing experience
• Being Curious, Client Centric and the ability to deal with ambiguity in order to manage inquires and questions from advisors.
• Good analytical/problem solving skills.
• A team player with demonstrated collaboration skills.
• Energetic and positive work ethic is a must.
• Knowledge of Mutual Funds Operations/Administration – such as business processing an asset
• Previous experience working for a mutual fund dealership, fund company or branch office is an asset.
• Completion of IFIC Operations course a definite asset.
• Excellent verbal and written communication skills is required.
• Knowledge of Winfund an asset
• Must be able to work in a fast-paced environment where multi-tasking, attention to detail, organization and prioritization skills are a definite requirement.
• Overtime during RRSP season will be a requirement.
• Able to work well within a close team environment.
• Vacation blackouts from January to April