Bilingual Customer Service Agent

Location
30 Adelaide Street East, Toronto, ON M5C 3G+
 
Full job description
Bilingual Customer Service Agent
Employment Type: Permanent
Address
30 Adelaide Str, East
Toronto, Ontario, M5C 3G+
Canada


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 SSC 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 will be to develop a positive client experience by understanding and responding to our clients’ enquiries professionally and accurately. As the primary point of contact for our clients, the Bilingual Customer Service Agent must provide exemplary customer service as well and recognize opportunities too 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, build rapport with our clients and work closely with our fellow business partners then consider working at IFDS.

Role Responsibilities

Actively and effectively manages 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
Responsible for responding to a variety of client issues and inquiries
Able manage multiple client inbound/outbound calls and emails
As the primary liaison to advisors and dealers the Agents provide account and fund information, issue resolution trade details and review/signoff of reports and special projects
Knowledgeable when it comes to IFDS’ services, products, policies and procedures pertaining to the team’s accountable transactions
Liaise with internal teams to facilitate client service requirements


Minimum Qualifications

Must be fully bilingual in English/French with both verbal and written communication skills
Minimum 1 year experience in the financial services frontline
Post-secondary education in a related discipline
Previous experience in a service-oriented environment; strong client focus
Excellent interpersonal skills
Very strong ability to organize and prioritize work.Ability to work on multiple and changing priorities within specified timeframes
Able to co-ordinate and operate in occasionally stressful situations in resolving the client’s issues
Team Player, able to work in a team environment with shared goals and accountabilities
Understands the business impact of escalated incidents and service requests
Positive impact – performs in a manner that makes a strong positive impression on others, e.g., high energy level, a problem-solving approach, and the ability to act with a sense of urgency when the situation demands it
Willingness to work in an environment with flexible schedules that is driven by client commitments and high volumes
Relationship builder – constructs, maintains, nourishes relationships with all stakeholders
Proactive in acquiring information to develop new skills to improve job performance.Grasps new material quickly and easily, and applies new information, concepts and procedures in a constructive manner
Knowledge of iFAST Desktop system, iFAST Base Surround Products would be an asset
Knowledge of Financial Mutual Fund Record Keeping beneficial
AODA Statement

IFDS Canada encourages applications from all qualified individuals. Applicants with disabilities may notify us of any accommodation needed to support your participation in the recruitment process. We wish to thank all applicants for their interest and effort in applying. Please be aware that only candidates selected for interviews will be contacted for this position.

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