Overview

CIBC Client Service Representative Full Time in Montréal, QC

CIBC

Branch Montréal QC CA

Position:
Client Service Representative
Location:
Montréal, QC

Services clients across Canada. Ensure Outstanding Quality of Service:. As a Client Service Representative, you are accountable for providing exceptional…

BUSINESS UNIT DESCRIPTION
CIBC Asset Management is one of Canada’s largest asset management firms with approximately $100 billion in assets under management. We are leaders in providing a broad range of high-quality global investment management solutions to retail and institutional clients.

Our assets include those under institutional money management for pension funds, endowments and insurance funds, private wealth management, and those that are part of the CIBC family of mutual funds such as CIBC Mutual Funds and Renaissance Investments family of funds and the CIBC family of managed portfolio solutions such as Managed Portfolio Services (MPS), Personal Portfolio Services (PPS), Frontiers Pools, Axiom Portfolios.

At CIBC, our goal is to help our clients achieve what matters to them. Our philosophy is based on the CIBC values of Trust, Teamwork, and Accountability and we achieve results for our clients through an in-depth disciplined investing approach based on rigor and research.

JOB PURPOSE

As a Client Service Representative, you are accountable for providing exceptional quality of service to existing and prospective clients. Our clients include CIBC Wood Gundy, third party dealers, brokers, financial planners, administrative support staff, and investors. Service is provided to our clients by telephone, fax, mail, and e-mail. All clients are serviced in a professional, dynamic, and professional manner. Requests are varied in nature and include inquiries on our funds, our products, and client account administration.

KEY ACCOUNTABILITIES

Ensure Outstanding Quality of Service:
• Respond to and service inbound calls to achieve mutually satisfactory solutions while complying with current CIBC policies and procedures.
• Investigate, research, follow-up, and resolve account issues.
• Client concerns and questions are addressed and solved within appropriate delays.
• Ensures that all client contact (by phone, fax or by email) are professional and courteous.
Sales Initiatives:
• Using various techniques to add value to a call and proactively educating advisors on our funds and fund strategies.
• Participates in the sales process by providing leads and referrals to the sales group.
• Identifies and provides alternatives to advisors seeking to redeem funds (asset retention).
• Participates in business building activities such as road show awareness, conference calls, etc.
Individual Productivity:
• Makes an equal contribution in relation to other CSRs in terms of call handling by respecting the call centre’s productivity and quality standards such as average time per call, average not ready time, expected log-in time, etc.
• Continuously promotes methods to improve quality service delivery.
Administrative Tasks:
• Systematically completes call reports accurately and ensure that relevant information is distributed to appropriate colleagues or business units.
• Knowledgeable and adheres to Client Services policies and procedures to deliver a superior client experience.
CROSS-FUNCTIONAL RELATIONSHIPS
• Teamwork: Communicates and collaborates with Operations and Sales on client issues and cases.
• Encourages all team members to participate in discussions, activities, and daily work.
• Supports work of colleagues and shares information to ensure maximum quality of service and productivity.
COMPLIANCE REQUIREMENTS/RESPONSIBILITIES
• As an employee of CIBC, the incumbent must comply with all applicable CIBC and Line of Business policies, standards, guidelines and controls. The employee must also comply with IFIC industry rules and regulations
AUTHORITIES/DECISION RIGHTS
• Can authorize waiving admin or other internal costs as outlined in current policies.
JOB DIMENSIONS
• Services clients across Canada. Clients are CIBC Wood Gundy, IIROC and MFDA licensed Advisors, third-party dealerships and investors.
Qualifications
KNOWLEDGE AND SKILLS
• University Degree or College diploma combined with a two-year related experience in the financial or investment industry.
• Successful completion of the Investment Funds Institute of Canada Course or the Canadian Securities Course (preferred).
• Superior listening skills with a demonstrated customer-focused and action oriented approach.
• Exceptional written and verbal communication skills in both French and English.
• Comfortable in a multi-task environment. Capacity to meet deadlines and to work under pressure.
• Detail oriented and possess strong analytical and problem solving skills.
• Ability to work both independently and within a team environment.
• Possesses autonomy, initiative, and a strong sense of accountability.
• Good knowledge of financial products and related legislation.
• Working knowledge of MS Office (Word, Excel, and Outlook).
• Ability to work between the hours of 8am and 8pm ET

or proceed with Standard Application Form.

Employment Type: Full Time
Location: Montreal, QC, CA
Posted on: 2015-05-23
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