InvestorCOM Brantford, ON, Canada
Sep 03, 2019Full time
Reporting to the Client & Care Supervisor, the Client Support Specialist is a member of a dedicated, customer focused team that is responsible for ensuring that the day-to-day execution of contracted services are carried out in a quality fashion. The Client Services department takes a team approach working together with the Client Service Associates and other internal departments as required. The primary objectives of the Bilingual Client Support Specialist are to maintain existing relationships with clients, execution of contacted services and provide additional support to the Client Services team members for complex issues to ensure InvestorCOM is a valued and trusted partner. Responsibilities: Field multiple telephone and email requests for clients, including daily, monthly and supportive time sensitive tasks Deliver superior customer service by utilizing customer service techniques – problem solving, efficient follow-up, identifying new client requirements and escalating when necessary Follow process documentation guides for each job function to ensure standard policies and procedures are maintained Coordinate print requests from clients and updating the Digital Asset Management System Record and/or maintain accurate information within ticketing and call centre systems Assist with recording, compiling and reporting client level information and metrics to ensure clients’ SLA requirements are being met Perform QA and quality checks on web-based client applications and enhancements Document any additional billing related items to support the finance team’s monthly invoices for client programs or service requests Manage back office activities to maintain client functions What You'll Bring to the Role Education: Must possess a post-secondary education and/or equivalent academic and development experiences preferred in business management, information technology or related discipline Experience: 2-3 years of experience in B2B or Financial Services, in a similar role Demonstrated technical expertise with Internet and web applications is critical. Print knowledge and exposure to implementation of IT solutions is an asset E xperience in an environment with cost sensitivity and focus on efficient operations is an asset Skills & Abilities: Bilingual in French/English, written and oral is required Exceptional customer service skills with the ability to proactively assess, clarify and validate customer needs on an ongoing basic Proven conflict resolution, negotiation and objection handling skills Attention to detail in all areas of work with outstanding multi-tasking, organizational and time-management skills Ability to operate personal computer with various software programs including InvestorCOM’s web applications, MS Word, Excel and Outlook, NAV-ERP system Excellent interpersonal and communication skills Reliable and enthusiastic Ability to work in a fast-paced environment under pressure in a calm and professional manner Work well in a team and independently Working Environment: We are a rapidly growing, highly entrepreneurial services company. The successful candidate for this role will work from our Brantford office and might be required to travel to client office locations on occasion. The position involves working at a desk, with a computer, for long periods of time, with some walking required in a warehouse environment. Hours of Work: InvestorCOM hours of operation are 8:30am – 5:00pm Monday to Friday. Additional hours may periodically be required. What’s in it for you? At InvestorCOM, we define our success by what we help others achieve. We were created to support our clients and through our products, services and solutions to protect and strengthen their brands. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual. InvestorCOM offers: An award-winning company: Employee Recommended Workplace 2018 & 2019; Canada’s Top Small & Medium Employer 2018; and Hamilton-Niagara Top Employer 2018 & 2019 A comprehensive Total Rewards Program including, profit sharing, RSP matching program, group benefits and competitive compensation Leaders who support your development through coaching and training opportunities Work in a dynamic, collaborative and high-performing team A strong focus on personal learning and development to help you reach your professional development goals A platform to build strong professional working relationships with clients, fellow associate and management InvestorCOM is a leader in providing financial technology and outsourcing services to Canada’s largest banks, asset managers, insurance companies and investment dealers. Our innovative FinTech solutions help our clients meet their growing investor communications, regulatory and compliance obligations. InvestorCOM has locations in Toronto and Brantford, Canada and serves over 50 enterprise clients.