Bilingual Customer Service Agent

Bilingual Customer Service Agent(s) - English / French

Non-Permanent

Timmins, Ontario

Canada

Bilingual Customer Service Agents

• We offer a fully remote work environment for those living in Northern Ontario outside of the Greater Toronto Area
• We offer a hybrid working environment for employees from the Greater Toronto Area

Who we are

With its global headquarters in Toronto, Canada, InternationalFinancial Data Services (IFDS) is a world-leading provider of outsourcing andtechnology solutions to the financial services industry.

IFDS services over 240financial organizations around the world, providing solutions to a wide rangeof global asset managers, wealth managers, banks, and insurance companies.

Withemployees and partners located throughout Canada, Europe, and Asia-Pacific, theIFDS enterprise supports more than 17 million accounts with AUA ofapproximately CAD $4 trillion.

IFDSCanada, Ireland, and Luxembourg are 50 / 50 joint ventures between Boston-basedState Street Corporation, one of the world’s leading providers of financialservices to institutional investors, and Connecticut-based SS&CTechnologies, a global provider of investment and financial software-enabledservices and software for the global financial services and healthcare industries.

Imagine yourselfat IFDS

Come experience a community like no other at InternationalFinancial Data Services (IFDS). We offer work opportunities driven by a passionfor creating market leading financial solutions, and a culture that nurturescollaboration, accountability, diversity & inclusion, and continuouslearning.

We’ll provide you with opportunities to develop your career. Fromongoing training and development programs to experiences working with ourglobal financial services partners, you’ll be able to realize your full potential.

Role Overview

Theincumbent’s primary focus is to strive towards effective delivery commitmentsto our clients. The main objectives of this role will be to develop a positiveclient experience by understanding and responding to our clients’ enquiriesprofessionally and accurately.

As the primary point of contact for our clients,the Bilingual Customer Service Agent must provide exemplary customer service aswell and recognize opportunities too proactively position IFDS’ services tomeet and exceed our clients’ needs.

If you want to be part of a culture thatvalues and fosters team unity, build rapport with our clients and work closelywith our fellow business partners then consider working at IFDS.

Role Responsibilities

Actively and effectively manages theday-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
• Preferably located in the Cochrane district - ie. Timmins, Cochrane, Hearst, Iroquois Falls, Kapuskasing, Moosonee, or Smooth Rock Falls
• 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

Working Conditions

Employee working hours consist of various shifts. Hours of operation are from 8 : 00 am-8 : 30 pm Mon-Fri. Overtime may be required based on business needs.