Position 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.
Key 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:
- College Graduate; 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)
Skills:
- Strong verbal and written communication skills, with the ability to convey information clearly, professionally, and empathetically, and build rapport to maintain client trust across diverse communication platforms (calls, emails, tickets, chat).
- Advanced active listening, problem-solving, and decision-making skills, with proven ability to manage complex or escalated client concerns, including de-escalation techniques and appropriate issue triaging in wealth management contexts.
- Excellent documentation skills and a high level of process adherence, ensuring accurate and consistent logging of all client interactions in compliance with quality standards and regulatory requirements.
- Technologically adept, with proficiency in CRM systems, ticketing tools, Microsoft Office, and other relevant platforms, and a strong retention of call flows, scripts, and system processes.
- Demonstrates ownership and accountability for survey performance metrics contributing to service excellence.
- Maintains a high standard of data privacy, risk awareness, and security compliance in all interactions.
- Adaptable and responsive to fast-changing operational priorities; displays initiative and a continuous improvement mindset.
