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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service and analytical skills while effectively managing client interactions and referrals within the financial services sector. Proficient in compliance and privacy standards, with a solid understanding of investment products and the ability to adapt to evolving business needs.
Highest-signal resume keywords
Financial Services ExperienceCustomer Service SkillsAnalytical SkillsBilingualism in English and FrenchKnowledge of Investment Products
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
CRM Tool ProficiencyUnderstanding of RRSP and RRIFKnowledge of Segregated FundsCompliance and Privacy StandardsCall-Audit Standards
Soft Skills
Advanced Listening SkillsProblem-Solving SkillsConsultative SkillsAdaptability
Certifications & Qualifications
Canadian Securities CourseIFIC
Industry Keywords
Wealth & Retirement AdvisorsClient Needs ProcessingService-Level AgreementsLegislation ChangesFinancial Services Industry
About the role
Key responsibilities & impact- Handle inbound, outbound, and email databases to provide education to members seeking guidance or advice
- Gather and accurately record customer information required to meet compliance and privacy needs within the CRM tool
- Provide customer experiences accurately and professionally
- Position the full value of advice to make successful referrals to Wealth & Retirement advisors
- Triage existing leads to handle immediate needs or position warm introductions to Wealth & Retirement advisors
- Process service-related client needs
- Meet departmental productivity and quality objectives and call-audit standards
- Meet service-level agreements for Welcome call activities
- Stay current on changes in legislation, products, and administrative processes
- Handle the advisor toll-free line
Requirements
What you’ll need- 1-2 years of Financial Services experience, preferably in phone
- Advanced listening and customer service skills
- Ability to consult with all customers
- Ability to adapt to the evolving needs of the business
- Strong analytical and problem-solving skills
- Preferred: Post-secondary education in finance, business or related field
- Background in a financial services industry
- Canadian Securities Course or IFIC is an asset
- Understanding of investment products available to Canadian investors, such as RRSP and RRIF
- Knowledge of segregated funds
- Bilingualism in English and French is a strong asset; if the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside Québec
Benefits
Comp & perks- Flexible work environment
- Health insurance
- Dental insurance
- Mental health benefits
- Vision insurance
- Short- and long-term disability insurance
- Life and AD&D insurance coverage
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans
- Pension
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays, vacation, personal, and sick days
- Statutory leaves of absence
- Learning and career development support
- Inclusion and well-being support
- Incentive programs and incentive compensation tied to business and individual performance