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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with a client-centered approach, effective communication abilities, and a solid understanding of financial products such as Mutual, Segregated, and Exchange Traded Funds. Capable of managing time-sensitive cases with high attention to detail and accuracy while collaborating with internal teams to improve processes.
Highest-signal resume keywords
Customer Service SkillsProblem-Solving AbilitiesBilingualism in French and EnglishUnderstanding of Financial ProductsTime Management Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Attention to DetailMathematical AptitudeCase ManagementQuality ChecksTax Coding AccuracyFund TransfersDocumentation ReviewEscalation Point ContactProcessing CorrectionsLetters of Indemnity
Soft Skills
Communication SkillsTeam CollaborationIndependenceAdaptabilityCalm Under Pressure
Tools & Technologies
UniverisFundServATON/TMXCustomer Service Work Bench (CSW)
Certifications & Qualifications
IFIC OperationsCanadian Securities CourseETF Courses
Industry Keywords
Mutual FundsSegregated FundsExchange Traded FundsEstate ClaimsFinancial Reconciliation
About the role
Key responsibilities & impact- Resolve advisor inquiries with a client-centered approach
- Prioritize work to meet 4pm market deadlines for fund deposits and withdrawals
- Navigate complex and time-sensitive cases
- Communicate via email and phone with Advisors, fund companies, and related teams
- Complete work with high attention to detail and accuracy
- Act as an escalation point of contact and own cases end-to-end
- Review documentation and information at account opening
- Action client account transfers internally and externally
- Support quality checks and reconciliation of financial work through control reports
- Work with advisors on Estate/Death claims, unlocking of funds, and marriage breakdowns
- Maintain tax coding accuracy and resolve tax-related inquiries
- Process corrections and complete Letters of Indemnity for fund companies
- Collaborate with internal teams to resolve cases and identify continuous process improvements
Requirements
What you’ll need- Excellent customer service skills with a focus on putting the client first
- Strong problem-solving and decision-making abilities
- Outstanding written and verbal communication skills
- Ability to work independently and as part of a team
- Mathematical aptitude and attention to detail
- Ability to work in a fast-paced environment with a sense of urgency
- University/College diploma
- Understanding of Mutual, Segregated, and Exchange Traded Funds
- Strong prioritization and time management skills
- Enthusiasm for learning and adopting new technologies
- Interest in understanding business operations and applying detailed business information
- Ability to remain calm and focused despite disruptions or obstacles
- Bilingualism in French and English, both oral and written, is required
- Grammatical tests in French and English
- Call center experience is an asset
- Completion of IFIC Operations, Canadian Securities Course, or ETF courses is an asset
- Experience with Univeris, FundServ, ATON/TMX, or Customer Service Work Bench (CSW) is an asset
Benefits
Comp & perks- The opportunity to move along a variety of career paths with amazing networking potential
- Flexible Benefits from the day you join to meet the needs of you and your family
- Inclusive and respectful work environment
- Employee well-being and mental health support
- Hybrid work flexibility, with the choice to work from the office and virtually based on business, client, and employee needs
- Participation in various incentive plans, subject to individual and company performance