Senior Client Services Agent (Canadian Wealth Management)

Profile Summary:

The Client Services Senior Agent plays a critical role in delivering high-quality customer service to clients across diverse platforms. This position primarily supports wealth management services by resolving client concerns, responding to inquiries, and ensuring consistent service excellence. In addition to frontline support, Senior Agents serve as subject-matter experts and mentors, providing floor support through process clarification and reinforcing quality standards.

Duties and Responsibilities:

• Provide excellent service to Financial Advisors and Clients related to Mutual Funds, Segregated Funds, Educational Plans, and other Specialty Products.
• Respond to client inquiries and concerns related to wealth management via multiple platforms, ensuring timely, accurate, and professional resolutions.
• Assess customer needs by gathering relevant information, conducting research, and applying problem-solving techniques aligned with company processes.
• Accurately document all customer interactions according to quality and compliance standards.
• Provide clear, complete, and client-appropriate information using approved call flows, templates, and system processes, while communicating appropriate options and delivering timely resolutions to address client needs.
• Manage complex or escalated client concerns, utilizing de-escalation techniques and appropriate issue triaging, and promptly escalate out-of-scope issues, ensuring proper documentation and coordination with higher-level support.
• Contribute to improving service delivery by leveraging knowledge of client satisfaction surveys (e.g., CSAT, CES, NPS) and providing insights for continuous improvement
• Stay up to date with process changes, system updates, and policy enhancements, and apply them during client interactions.
• Serve as a subject-matter expert and mentor, providing floor support for process-related inquiries and offering guidance to new joiners and team members, reinforcing company standards throughout their tenure.

Qualifications:

• Bachelor's degree: any business-related course is a plus
• Minimum of 2 years of experience in call center supporting Canadian wealth management products (Mutual Funds, Registered Products, and Segregated Funds)
• Amenable to work onsite in McKinley Taguig, on a graveyard shift